Five9 Manager, Data Analytics & Call Center Performance/ 5 days ago
Quick Summary
Legacy Restoration, a leader in residential home exterior renovation specializing in roofing, siding, windows, and gutters, seeks a highly motivated Five9 Administrator. Our core values drive us to improve the quality of life for our employees and customers through excellence, offering significant opportunities for career advancement and leadership development.
This is a remote, work-at-home position. Please submit your resume in English for consideration.
Position Summary: Five9 Administrator & Call Center Technology Specialist
We are seeking a highly skilled and motivated Five9 Administrator to manage our dialing platform. The ideal candidate must possess strong Five9 experience, a deep understanding of system integrations, and expertise in building customized reports and creating performance dashboards using Excel and Power BI. Basic coding skills are beneficial.
The Administrator will be crucial in managing the Five9 dialing platform, optimizing performance, and supporting technology integrations. Key responsibilities include:
- Administering the Five9 dialing platform.
- Creating new inbound and outbound campaigns.
- Reporting on campaign and Call Center performance.
- Managing Interactive Voice Response (IVR) systems.
- Assisting with support for Five9 integrations with other technologies.
- Utilizing workforce management techniques for forecasting employee headcount and shift requirements.
Position Duties and Responsibilities
- Monitor critical Five9 performance metrics (e.g., dropped calls, abandoned rates) to optimize call-handling processes.
- Provide technical support to call center agents and supervisors by troubleshooting user-reported issues via the ticketing system.
- Enhance automation capabilities and integrations within the calling platform.
- Collaborate on third-party integrations, including LeadPerfection and custom lead management systems.
- Partner with management and business teams to define and implement strategies that improve overall call center and sales performance.
- Generate and automate reports, configuring scheduling as required.
- Use workforce management tools effectively to forecast staffing requirements by shift.
- Perform additional duties as assigned.
Required Skills & Experience for Five9 Administration
- Minimum 5 years of experience administering telephony systems within a call center environment.
- Bachelor’s degree in a technical field is preferred, or equivalent professional experience.
- Demonstrated expertise in building customized reports and dashboards in Excel; familiarity with Power BI is required.
- Experience with workforce management and forecasting staffing needs.
- Strong analytical, detail-oriented, and self-motivated mindset.
- Ability to thrive in a fast-paced environment and adapt quickly to shifting priorities.
Advantageous Technical Skills
- Basic coding skills are advantageous (including PHP, MySQL, HTML, CSS, JavaScript, jQuery, Ajax, Python, WordPress).
Technical Requirements & Schedule
- High-Speed Internet (minimum requirement 100 Mbps download).
- Computer or laptop running a Windows operating system.
- Required use of a 2nd monitor.
Working Schedule: Monday through Friday, 7:00 AM – 5:00 PM Central Time.
If you are an intelligent, analytical, and highly skilled Five9 Administrator who meets these qualifications, we encourage you to apply for this exciting opportunity.