POSITION SUMMARY:   Responsible for the daily administration of the call center technology, planning and implementing call center and workforce strategies and improving systems and processes. 

Essential Functions:

• Maintains and improves call center operations by monitoring system performance, identifying and resolving problems, and providing call and agent audits/analysis.
• Assists in managing a blended call environment; including, but not limited to, creating and loading campaign lists, predictive dialer administration for outbound, managing system performance, user set-ups, creating IVR’s, and monitoring adherence to pre-set call center parameters.
• As directed, works in conjunction with the department leadership and IT to limit dialer down time; perform system restarts and testing following an outage, planned or not, system upgrade or any other dialer affiliated system need.
• Supports monthly and daily workforce and contact center forecasting.
• Monitors CRM and contact center volumes to ensure efficient distribution based on staff availability.
• Produces optimal schedules for staff to meet service level expectation in coordination with forecasted volumes.
• Assists with configuring call center systems by developing customer interaction and voice response systems, designing user interfaces, developing and executing user acceptance test plans; planning and controlling implementations.
• May assist with new employee on boarding activities.
• Demonstrates basic knowledge of network systems and processes.
• Willingness to participate in additional computer/software training as necessary, including Five9 and other certifications.
• Other duties as assigned.

 POSITION QUALIFICATION REQUIREMENTS

Education:   Bachelor’s degree or equivalent preferred.
 
Experience:  Minimum 1 year Tier 1 Call Center Administrator experience.  Must have SalesForce knowledge.
 
Skills and Abilities: which may be representative but not all inclusive of those commonly associated with this position.

• Demonstrated success in call center administration; system configuration a plus
• Working knowledge of workforce management systems and contact center environments
• Proficient in Microsoft Office Suite; SQL a plus
• Strong communication skills
• Outstanding data analysis skills
• Knowledge Five9 preferred
• Positive, highly motivated self-starter with the ability to manage multiple projects and meet deadlines
• Detail oriented with the ability to work independently

Broadcast Music, Inc. (BMI), a global leader in music rights management since 1939, seeks team members who value the creation of music and will deliver excellent service both internally and externally to our more than 700,000 affiliated songwriters, composers and publishers and the businesses that play their music. BMI has the privilege of representing the most award-winning repertoire of music created by the industry’s biggest names in all genres of music. By distributing the licensing fees from businesses that use music as royalties to our affiliated songwriters, composers and music publishers in compliance with copyright law, BMI helps ensure that they can continue to pursue their creative livelihoods.