Experienced Contact Center Administrator (Amazon Connect) – On-Site Opportunity for a Seasoned Professional in Dallas, Texas

Welcome to DaBella: A Leader in Home Improvement Services

At DaBella, we pride ourselves on being the fastest-growing home improvement company in the United States, with a total of 42 branches across the nation and a vision to care for families and homes while transforming home improvement services across the country. Our team is dedicated to a greater goal, and we're looking for innovative leaders like you to join our future-focused team. As a Contact Center Administrator (Amazon Connect) On-Site, you will play a crucial role in managing our dialing system, ensuring a smooth and efficient workflow, and driving the productivity of our marketing team.

About the Position

We are seeking an experienced Amazon Connect Administrator to join our team on-site in Dallas, Texas. As a key member of our contact center team, you will be responsible for managing our dialing system, creating and monitoring daily dialer campaigns, providing intraday monitoring and reporting, and recommending real-time schedule and campaign changes to identify efficiency opportunities. Your expertise will help us deliver a consistently positive customer experience for our clients and drive the success of our marketing team.

Key Responsibilities:

• Collaborate with our Call Center Director to identify priorities and be assigned additional tasks as needed
• Create and monitor daily dialer campaigns to ensure optimal performance
• Provide intraday monitoring and reporting to inform real-time decisions
• Recommend real-time schedule and campaign changes to identify efficiency opportunities
• Update systems with real-time campaign adjustments to ensure seamless execution
• Develop daily, weekly, and monthly dialer performance reports and provide to leadership team with recommendations for improvement
• Monitor and recommend staffing adjustments to ensure adequate resources
• Oversee forecasting workload, scheduling resources, monitoring real-time performance of the staff and their workload
• Document detailed business analysis and recommend solutions for the business
• Develop accurate short- and long-term workload forecasts to inform strategic decisions

Essential Qualifications:

To be successful in this role, you will need:

• A passion for exceeding expectations and going the extra mile to achieve goals
• Effective communication skills to work with individuals within the company and external entities
• 2+ years of development experience utilizing Java, JavaScript, and/or Python
• 2+ years of integrating Amazon Connect with external CRMs/WFMs such as Salesforce
• 3+ years of call center experience, with a deep understanding of contact center operations
• 3+ years of Salesforce experience, with expertise in managing and optimizing Salesforce instances

Preferred Qualifications:

While not required, the following qualifications are preferred:

• Experience with Amazon Connect and its integration with other systems
• Knowledge of contact center metrics and key performance indicators (KPIs)
• Familiarity with workforce management software and practices
• Strong analytical and problem-solving skills, with the ability to interpret data and inform business decisions

Skills and Competencies:

To excel in this role, you will need to possess the following skills and competencies:

• Technical skills: Proficiency in Amazon Connect, Salesforce, and other relevant technologies
• Analytical skills: Ability to analyze data, identify trends, and inform business decisions
• Communication skills: Effective communication and interpersonal skills to work with various stakeholders
• Problem-solving skills: Strong problem-solving skills, with the ability to think critically and creatively
• Time management skills: Ability to prioritize tasks, manage multiple projects, and meet deadlines

Career Growth Opportunities and Learning Benefits:

At DaBella, we are committed to the growth and development of our employees. As a Contact Center Administrator (Amazon Connect) On-Site, you will have access to:

• Professional development opportunities: Training and development programs to enhance your skills and knowledge
• Career advancement opportunities: Opportunities for career advancement and growth within the company
• Mentorship: Mentorship and guidance from experienced professionals in the industry
• Industry recognition: Opportunities to participate in industry events and conferences, and to contribute to thought leadership pieces

Work Environment and Company Culture:

At DaBella, we pride ourselves on our supportive and forward-thinking team culture. As a Contact Center Administrator (Amazon Connect) On-Site, you will be part of a dynamic and innovative team that is dedicated to delivering exceptional customer experiences. Our work environment is characterized by:

• Collaboration: A collaborative and team-oriented approach to work
• Innovation: A culture of innovation and continuous improvement
• Recognition: Recognition and rewards for outstanding performance and contributions
• Work-life balance: A commitment to work-life balance and employee well-being

Compensation, Perks, and Benefits:

We offer a competitive compensation package, including:

• Salary: A salary range of $75,000 - $85,000 per year
• Benefits: Comprehensive benefits, including medical, dental, vision, disability, accident, and basic life insurance
• 401(k) plan: A 401(k) plan with company match
• Paid time off: 80 hours of paid time off annually, and 6 paid holidays during a calendar year
• Employee Assistance Program: Access to an Employee Assistance Program and Pet Insurance

Conclusion:

If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for the Contact Center Administrator (Amazon Connect) On-Site role at DaBella. With a competitive compensation package, opportunities for career growth and development, and a supportive and innovative team culture, this is an opportunity not to be missed. Apply now to join our team and take your career to the next level!

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