Contact Center Analyst/Administrator

Autopay • Denver, CO • 5d ago

This position can be remote, hybrid or onsite in either the Denver or Austin office . We are currently unable to consider candidates located in the following states: California, Oregon, Pennsylvania, New York, Illinois, and Washington or Outside the United States.

ABOUT US: The Savings Group is an innovative FinTech company that is powering finance in the age of mobility. We function as a virtual Finance & Insurance office, finding our customers the perfect lender for their car loan or refinance. This means we're able to solidify our customers' auto loans prior to going to the dealership, and our marketplace of lenders ensures they get the lowest rate available.

SUMMARY

Contact Center Analyst/Administrator will assist in serving as liaison within the company as well as with external parties with regard to the configuration, customization and efficiency of our contact center environments as assigned by the department director. The Contact Center Analyst/Administrator will be required to assist team members with issues, questions and research related to a broad spectrum of contact center technology and application items. Candidate must have experience working independently and driving the execution of tasks, as well as working with a team to assist in the completion of project deliverables.

This position can be remote, hybrid or onsite in either the Denver or Austin office .

Responsibilities/Duties/Functions/Tasks

Learn to configure and maintain dialing systems to ensure efficient call flow for inbound and outbound communications. Will require ongoing training and completing certifications.

Provide troubleshooting assistance and technical support to staff using the various communication systems. The contact center to be supported by this position operates weekdays 7 am to 7 pm with occasional Saturday hours.

Collaborate with various departments on all customization and upgrades as assigned by management .

Partially responsible for the configuration and connection of work tools, including troubleshooting bugs in current workflows and integrations.

Help drive optimization by identifying pain points and efficiency opportunities within the Contact Center Engine configuration and implementing those solutions.

Work with stakeholders to develop new workflows and improvements to our Contact Center Engine, scoping and vetting anything that could potentially improve the support experience for our agents or end users.

Aid in the control of access rights, security settings, and user privileges, adjusting the model as necessary as we scale and move to more agent pools.

Assist with the design and implementation of skill-based routing; maintain and scale configuration to handle multiple contact centers and/or campaigns in accordance with business needs.

Continuously investigate anomalies in reported metrics as well as implementing solutions.

Help analyze system performance metrics and provide reporting to various teams.

Suggest adjustments to improve efficiency and compliance with regulation

Assist in implementing disaster recovery responsibilities and procedures.

Document procedures and review with peers to maintain coverage across disciplines.

Provide pre- and post-implementation support on interconnected systems.

Become a SME ( product expert) for all contact center systems.

Soft Skills:

Your able to plan, organize, and prioritize work - this role wears many hats!

You have exceptional customer service and communication skills.

Self-motivated, able to work alone and with others.

Willingness to adapt and learn on-the-fly when changes come down the pipeline ("roll with the punches!")

Organized, detail oriented.

Adept at thinking critically, especially when trying to solve a problem.

You love keeping up with emerging technologies and how you can use them in your daily activities.

You believe we are all on the same team and share a common goal.

You are willing to help and provide insight into issues that pop up, regardless of ownership, until the last person crosses the finish line.

Previous experience working in a fast-paced contact center environment assisting customers in a technical capacity.

Qualification Requirements:

Bachelor's degree in related areas or relevant 5 + years of work-related experience (In lieu of degree, work experience in contact center environment is acceptable).

3+ years of Contact Center experience required, administration of Ring Central or similar contact center software is a plus

Comfortable working with or learning new applications, software, integrations, and APIs.

Project management Skills desired.

COMPENSATION: $75,000 annually.

BENEFITS

Paid time off and paid holidays

401K Savings Plan

Four health insurance plan options

Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA)

Dental and Vision insurance

Long- and Short-Term Disability and Life insurance

NON-PHYSICAL DEMANDS

Change of tasks, performing multiple tasks simultaneously, working with others as part of a team, and irregular schedule/overtime may be required at times.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit. The employee is occasionally required to stand; walk; use hands to finger, handle or feel; reach with hands and arms; stoop, kneel, crouch or crawl; and talk or hear. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

MACHINES, TOOLS, AND EQUIPMENT

A person working in this position can be expected to work with a computer workstation and/or laptop, phone, copier, and fax.

Job description statements are intended to describe the general nature and level of work being performed by employees assigned to this job title. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required.

The Savings Group (including all its subsidiaries: AUTOPAY, RateGenius Loan Services, Inc., and Innovative Funding Services dba Tresl) is an equal opportunity employer. With regard to hiring and promotions, qualified persons will not be denied employment opportunity based on race, color, national origin, religion, sex, sexual orientation, gender identity, marital status, age 40 and over, disability, military status, or genetic information. Any questions or concerns about our EEO policy should be directed to Human Resources

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