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! Apply for the job now! Apply for this job