Contact Center Administrator at CarShield

St. Peters, Missouri, United States -

Full Time

Start Date

Immediate

Expiry Date

16 Jan, 26

Salary

0.0

Posted On

18 Oct, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Troubleshooting, Documentation, Communication, IT, Engineering, Call Flows, IVR Scripts, Agent Profiles, Performance Metrics, System Health, Capacity Planning, Forecasting, Automation, Training, Support

Industry

Motor Vehicle Manufacturing

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: Excellent troubleshooting, documentation, and communication skills. Background in technical field, such as IT or engineering a plus. Proven track record of effectively managing multiple high impact processes and/or projects simultaneously. Ability to work on-site at our headquarters in St. Peters, MO. Ability to work off hours as needed to respond to outages or complete special projects. Ability to effectively work well with people at all levels of the organization. Pay Rate and Benefits: Salary commensurate with experience. Group Insurance (Medical, Dental, Vision, Life, etc.). 401k with Employer Match. Discounted CarShield policies. Discounted Tuition at Lindenwood University. Professional development opportunities. Basketball, and other recreation available on-site. Fitness facilities, with the option to take classes led by on-staff personal trainer (at St. Peters headquarters). And more!

Responsibilities

The Contact Center Administrator will maintain and optimize the cloud-based contact center platform to ensure performance and customer satisfaction. Responsibilities include managing users, call flows, and performance metrics while collaborating with IT teams.