Contact Center Administrator - Amazon Connect & Customer Experience Expert - DaBella's Fast-Growing Home Improvement Company

Join the DaBella Family: Where Innovation Meets Customer Care DaBella, the fastest-growing home improvement company in the United States, is seeking an exceptional Contact Center Administrator to manage our Amazon Connect system across three contact centers. As a key member of our team, you will play a crucial role in creating a consistently positive customer experience, driving productivity, and ensuring a smooth workflow for our marketing team. About DaBella With 42 branches across the nation and a vision to care for families and homes, DaBella is transforming the home improvement services landscape. Our company culture is built on a shared dedication to a greater goal, and we're looking for innovative leaders like you to join our future-focused team. About the Position We're looking for an experienced Contact Center Administrator to oversee our Amazon Connect system, ensuring seamless communication and efficient workflow across our contact centers. As a full-time employee, you will work on-site in Dallas, Texas, from Monday to Friday. Key Responsibilities: Dialer Campaign Management: Create and monitor daily dialer campaigns to drive productivity and customer engagement. Intraday Monitoring and Reporting: Provide real-time monitoring and reporting to ensure efficient workflow and identify areas for improvement. Schedule and Campaign Adjustments: Recommend real-time schedule and campaign changes to optimize performance and efficiency. System Updates and Reporting: Update systems with real-time campaign adjustments and develop daily, weekly, and monthly dialer performance reports for the leadership team. Staffing and Workload Management: Monitor and recommend staffing adjustments, oversee forecasting workload, scheduling resources, and monitoring real-time performance of staff and their workload. Business Analysis and Solutions: Document detailed business analysis and recommend solutions to drive business growth and improvement. Workload Forecasts: Develop accurate short- and long-term workload forecasts to ensure efficient resource allocation. Requirements and Qualifications Essential Qualifications: Call Center Experience: 3+ years of experience in a call center environment. Amazon Connect and CRM Experience: 2+ years of experience integrating Amazon Connect with external CRMs/WFMs such as Salesforce. Technical Skills: 2+ years of development experience utilizing Java, JavaScript, and/or Python. Salesforce Experience: 3+ years of experience with Salesforce. Communication and Analytical Skills: Ability to effectively communicate with individuals within the company and external entities, as well as strong analytical and problem-solving skills. Preferred Qualifications: Leadership Experience: Experience in a leadership role or experience managing a team. Data Analysis: Strong data analysis skills and experience with data visualization tools. What We Offer Compensation and Benefits: Competitive Salary: $75,000 - $85,000 per year. Comprehensive Benefits Package: Medical, dental, vision, disability, accident, and basic life insurance. 401k Plan: Company-sponsored 401k plan. Paid Time Off: 80 hours of paid time off annually. Paid Holidays: 6 paid holidays during a calendar year. Employee Assistance Program: Access to an employee assistance program. Pet Insurance: Pet insurance benefits. Career Growth and Learning Benefits: Professional Development: Opportunities for professional growth and development. Training and Support: Comprehensive training and support to ensure success in your role. Work Environment and Company Culture At DaBella, we pride ourselves on a company culture that values innovation, customer care, and teamwork. Our on-site work environment in Dallas, Texas, offers a collaborative and dynamic workspace where you can thrive and grow with our team. How to Apply If you're a motivated and experienced Contact Center Administrator looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your application through our website: Apply To This Job Don't miss this chance to join the DaBella family and make a significant impact in the home improvement industry. Apply now and take the first step towards a rewarding new role! Apply for this job