[Hiring] Contact Center Administrator @Vetsource

Role Description

The Workforce and Platform Administrator is responsible for the daily, real-time management of the contact center’s Google Contact Center AI (CCAI) platform, including virtual agents, routing, and AI-driven insights, while simultaneously overseeing Workforce Management (WFM) functions such as forecasting, scheduling, and real-time adherence. The Administrator ensures that our AI deflection and human agent staffing are optimized to meet service level agreements (SLAs).

This is a full-time, remote position.

What You'll Do

• Use Google CCAI and workforce management techniques to analyze and make necessary adjustments in staffing plans.
• Maintain constant communication with Department leaders and associates to coordinate needed staffing adjustments based on current and forecasted results.
• Monitor PTO, absences, advisor clock in/out logs, shift swaps and breaks/lunches to ensure schedule adherence and overtime limits.
• Develop advisor schedules; monitor schedules and update the scheduling system accordingly.
• Manage virtual agent activity, adding/removing them from the call center queues.
• Provide daily/intra-day performance reports to leadership.
• Compare results to forecast and identify opportunities for improvement.

Qualifications

• Bachelor's Degree in Business, IT, Finance or equivalent job-related experience
• 3+ years of experience in Call Center Operations or Workforce Management
• Excellent computer skills, including a high level of proficiency with MS Office or Google Suite
• Familiarity with Google CCAI Platform or similar CCaaS and WFM software
• Familiarity with agent management in a call center environment

Preferred Experience and Qualifications

• Bilingual in Spanish
• Experience managing virtual agents in a call center environment
• Experience managing Google CCAI Platform or similar CCaaS and WFM software
• 1+ year of experience in the veterinary industry

Working Conditions

• Reliable internet access is required
• Sitting/standing at a desk working on a computer for long periods of time

Benefits

• Competitive pay and benefits including medical, vision*, dental, and life insurance
• Employee Assistance Program
• Pet insurance* and Virtual vet care
• PTO, Holidays, Floating Holidays, and Volunteer Day
• Retirement Savings Plan (401k/ RRSP) with employer matching program
• Paid parental leave
• Flexible scheduling and remote work where possible
• The opportunity to join one of our Associate Resource Groups, and fun company events!

Pay Range

Pay Range (US based applicants): $24.73 - $30.00 / hour

Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to job-related skills, experience, certifications, relevant education and training, while also considering internal equity.