Overview

Role Summary:
The I.T. Telecommunications Manager will be a Unified Communications Specialist responsible for administration of the VCC agent call center environment operating on Five9’s dialing platform. The administrator will be cross trained to understand the company, its trends, revenue and customer service expectations, workforce management and other aspects relevant to the decision making process of the business. The standard and customized process flow requirements include creating new inbound/outbound campaigns and IVRs and external system connectors. This will also include uploading & downloading files into and from the calling platform, campaign monitoring, reporting and providing call center managers with insight into performance and improvement opportunities. The right candidate will also possess the ability to work in a fast paced environment and adjust focus and workflow based on changing deadlines and needs will be critical to this employees success at ZipRecruiter Inc. This important role demands being an effective team player and communicating across multiple groups within the company and having the ability to complete tasks and projects while monitoring various aspects of business operations. Lastly, this person must display a detail-oriented, analytical and self-motivated mindset with strong written and verbal communication skills.
What you’ll be doing:
Manage performance of overall system
Provide monitoring of dropped calls, abandoned rates and other metrics deemed necessary to optimize call handling processes
Respond to user reported issues via existing ticket system and process, troubleshoot with Call Center Agents and Supervisors experiencing problems or inefficiencies
Explore and expand on the existing calling platform, Automation and integration opportunities will be a huge push in 2019
Working with 3rd party systems for integration to include building API’s, auto dispositioning and Computer Telephony Integration (screen pops)
Create and implement new campaigns
Record audio messages for Intelligent Voice Routing (IVR) announcements and communicate with management daily to define, monitor & implement strategies and initiatives
Generate reports, configure report automation and scheduling as necessary
Carry out other daily tasks associated with ensuring the Company’s ongoing success with use and effective application of the Call Center Telephony platform
Manage and maintain the support levels of the telecommunications team
What we’re looking for:
Associate’s degree or equivalent work experience in a technical field
3+ years of relevant experience with professional administration of Telephony systems required
Knowledge of Five9 dialer software and IVR/VRU & ACD functionality preferred
Knowledge of Call Center operations required
Benefits/Perks include:
A fun environment where work-life balance is valued
Opportunities for advancement as our young startup grows
Very competitive salary
Generous bonus plan
Employer-matched 401(k) plan
Competitive benefits package
Healthy snacks
Local gym discount
Attractive paid time off policy – Open/Flexible vacation policy

ZipRecruiter is an equal opportunity employer (M/F/D/V). All applicants must be authorized to work in the U.S. This organization uses E-Verify.
Category: Computer/Software


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