Call Center Technology Administrator Job at Newpro Operating LLC
NEWPRO Home Improvement Solutions, the
leading home improvement company in New England, has this exciting new position of
Call Center Technology Administrator open in their Wilmington, MA office to support company growth, customer demand and expanding territories.
NEWPRO has been serving New England with home improvement solutions for over 75 years with coverage throughout MA, RI, NH, ME, and CT. Representing nationally recognized brands including KOHLER and Jacuzzi, supported by best in the industry warranties, the products and services include replacement windows, doors, siding, roofing, bath replacement systems, and walk-in baths.
As a Call Center Technology Administrator at NEWPRO you will contribute to this mission by leveraging technology and data to help transform the total business enterprise with the automation processes and workflows across every line of business. You will report to the Director of Marketing.
In this role, you can expect to:
NEWPRO is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation, pregnancy, and pregnancy-related conditions, or any other characteristics protected by law
NEWPRO has been serving New England with home improvement solutions for over 75 years with coverage throughout MA, RI, NH, ME, and CT. Representing nationally recognized brands including KOHLER and Jacuzzi, supported by best in the industry warranties, the products and services include replacement windows, doors, siding, roofing, bath replacement systems, and walk-in baths.
As a Call Center Technology Administrator at NEWPRO you will contribute to this mission by leveraging technology and data to help transform the total business enterprise with the automation processes and workflows across every line of business. You will report to the Director of Marketing.
In this role, you can expect to:
- Use your expertise to provide excellent support to the total call center enterprise by serving as an internal subject matter expert for various Information/Technology systems
- Diagnose and resolve issues within Salesforce CRM,, Five9, and other call center platforms and technology including Balto, Spam Mitigation, DNC
- Create and maintain fields, views, reports, dashboards, campaigns and other Salesforce objects and functions
- Create, maintain and manage dialing lists and campaigns. Manage Five9 performance, including monitoring of dropped calls, abandoned rates and other metrics needed to optimize call handling processes. Workforce management for advisor break/lunch schedules.
- Manage multiple inbound queues and outbound campaigns
- Drive pacing for outbound to maximize agent productivity
- Configuration and management of agents to achieve skill-based routing
- Match lead to agent based on lead score and agent skill set
- Real time troubleshooting of Five9 and telephony functionality
- Trend analysis to guide business in dialer optimization
- Call back rates, answer rates
- Work with partners on reporting, API integration, 3rd party app integrations
- More than 2 years of experience in a Five9Administrator Role
- More than 2 years of call center environment experience
- Knowledge of the standard capabilities of Salesforce CRM environment
- Proficiency with DNC TCPA practices
- Proficiency with automation tools
- Education or experience in systems, databases, and administration tools
- Strong communication skills including the ability to communicate effectively with internal/external developers on a technical level, as well as front line employees with no technical background
- A commitment to getting better every day and using data to drive improvement
NEWPRO is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation, pregnancy, and pregnancy-related conditions, or any other characteristics protected by law
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