Contact Center Administrator

Job Description

Job Description

Description :

CarShield is seeking a detail-oriented and proactive Contact Center Administrator . This role will be responsible for the ongoing configuration, optimization, and maintenance of our cloud-based contact center platform to ensure optimal performance, agent efficiency, and customer satisfaction.

Responsibilities :

• Maintain and administer the Contact Center platform including users, licenses, queues, entry points, and routing strategies.
• Create, modify, and optimize call flows and IVR scripts to ensure efficient call routing and customer experiences.
• Design, configure, and maintain agent desktop layouts and agent profiles aligned with business needs.
• Manage skill groups, teams, and queue assignments to balance workloads and maintain service levels.
• Implement and maintain call recording policies, wrap-up codes, and disposition handling.
• Collaborate with IT and network teams to ensure system performance, connectivity, and uptime.
• Provision and deprovision user accounts, ensuring correct role assignments and access permissions.
• Maintain security compliance within the Contact Center platform.
• Document configuration changes and access control protocols.
• Monitor real-time performance metrics and system health dashboards.
• Create and distribute reports on call volumes, handle times, SLA adherence, and agent performance.
• Identify opportunities for automation and improved routing logic through data insights.
• Participate in capacity planning, forecasting, and performance tuning efforts.
• Serve as primary point of contact for escalated Contact Center issues.
• Troubleshoot platform-related issues and coordinate with necessary support teams.
• Provide Tier 2 / 3 support for agents and supervisors.
• Develop and maintain comprehensive system documentation for configurations, workflows, and standard operating procedures.
• Assist with training and onboarding of new agents and supervisors on platform features and tools.

Requirements : Requirements :

Pay Rate and Benefits :