Contact Center Administrator

Job Summary

A company is looking for a Contact Center Administrator responsible for managing the daily operations of the contact center's AI platform and workforce management functions.

Key Responsibilities

• Analyze staffing plans using Google CCAI and workforce management techniques
• Coordinate staffing adjustments with department leaders based on current and forecasted results
• Manage virtual agent activity and provide daily performance reports to leadership

Required Qualifications

• Bachelor's Degree in Business, IT, Finance, or equivalent experience
• 3+ years of experience in Call Center Operations or Workforce Management
• Proficiency with MS Office or Google Suite
• Familiarity with Google CCAI Platform or similar CCaaS and WFM software
• Experience in agent management in a call center environment