Contact Center Administrator
- Company: Ozarks Electric Cooperative
- Updated: 2/17/2020
- Location: Fayetteville
- Status: Full-Time
- Salary: DOE - Salary
- Job Level: Student
- Category: Clerical/Administrative
This position oversees the Member Relations staff. The position ensures the organizational goals of Ozarks Electric and OzarksGo are met through planning, organizing, implementing, evaluating of all projects, policies, and procedures of the Member Relations department. The position increases member communication and loyalty through community outreach opportunities. The position is directly responsible for departmental reporting for senior staff. This position is expected to demonstrate superb technical competency. The member relations group is looking for an expert in Dialer & ACD administration. This position is needed to support the contact center environment and is responsible for developing, managing and implementing the full spectrum of inbound/outbound phone systems. The ideal candidate would have knowledge of contact center administration and a mix of Avaya and Noble System software platforms. The candidate must also demonstrate the ability to work in a team environment and work with other departments. This position will require an understanding of compliance related to TCPA and FCC regulation.
Reports To: Vice President of Member Relations
Responsible for inbound/outbound IVR design and implementation.
Ensure total optimization of technology, reporting, analytics
Act as a bridge between I.T. and Member Relations to achieve desired results
Develop and coordinate all updates, upgrades, and rollbacks for Noble Systems
Advanced reporting development and analytics utilizing SQL and other reporting tools.
Comprehensive knowledge and competency in developing compliant solutions for inbound and outbound contact strategies.
Design and implement campaigns, campaign screens, calling lists, filters, etc. necessary for agents to have a full understanding of required competencies to handle a member request. Supervises to ensure goals and initiatives are being met
Complete comprehensive testing of all upgrades, updates prior to production implementation, utilizing development environment.
Complete all current and as release e-learning opportunities and review potential off-site training.
Attend weekly status calls to close, update and open tickets for system upgrades, issues and assisted rollouts.
Troubleshoot and input all tickets related to phone system issues.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be an exhaustive list of all responsibilities.
The Contact Center Administrator shall be required to perform any other duties assigned to fulfill the objectives of Ozarks Electric Cooperative and OzarksGo.
Arkansas Public Service Commission
Arkansas & Oklahoma Electric Cooperatives
KAMO Power Association
R Residential & Commercial Membership
Phone & System Software Vendors
Job Knowledge, Training, and Experience: Requires an undergraduate degree in Information Systems or similar field and 2 years of related experience and/or training; or equivalent combination of education and experience. Preferred Bachelor's degree from a college, university or technical school and five years related experience. Experience may be substituted for education.
Equipment Operated: Must be able to operate personal computers and related software. Must be able to use office equipment and telecommunications equipment. Must have a current driver's license without violations that would prohibit insurability.
Abilities and Skills: This position requires an extensive knowledge of call center technologies and processes for dialer, automated call distribution (ACD), private branch exchange (PBX), interactive voice response (IVR), workforce management (WFM), and omni-channel solutions.
Physical Effort: Must be able to perform all activities listed in the job description with or without reasonable accommodation.
Working Conditions: Requires working indoors and outdoors with some irregular hours. Some travel is required inside and outside the Ozarks Electric service area. May be required to assist with major outages or system software issues.
Ozarks Electric is an EOE/AA/W/M/VETERAN/Disability employer.
For more information, or to apply now, you must go to the website below. Please DO NOT email your resume to us as we only accept applications through our website.