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Operations Call Center Specialist

Salt Lake City, UT

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Job Description
The Operations call center specialist will lead and manage all aspects of the implementation of Five9’s Call Center software. This includes collaborating on solutions, building new inbound campaigns, IVR scripts, managing the dialer, planning new campaigns for various lines of business. Eliciting and defining new business requirements, implementing solutions, training agents/team leads in the use of the solution and making best practice recommendations which enable our contact center environment.
Essential Functions
Implement and troubleshoot Five9 Call Center software solutions
Manage the day-to-day operational and tactical aspects of multiple Implementation projects; effectively communicate plans, progress and status to internal stakeholders.
Build new solutions and strategies within the Five9 software
Configure web services for integrations into ancillary systems through IVR queries, data dips and connectors
Continually seek opportunities to improve operations and effectively interact with the operations management
Develop materials in-line with the specific requirements such as agent run-books or training materials.
Must be a self-starter possessing excellent time management skills; Able to manage multiple activities simultaneously while requiring little or no oversight and/or direction.
Must possess a strong combination of project management and technical call center skills along with excellent Customer communication skills.
Strong knowledge of SaaS, Networking, CRM, Dialer, IVR/VRU and Call Center practices
Excellent verbal and written skills.
Strong Excel experience is amust
Five9 experience is a must
Active Listening
‐ Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate
Oral Expression
‐ The ability to communicate information and ideas verbally so others will understand.
Written Expression
‐ The ability to communicate information and ideas in writing so others will understand.
Experience and Education
2 years of Call Center experience, with a minimum of 1 years in an Implementation, Technical Account Manager or Engineering position - Call Center industry experience is required.
BA/BS or equivalent experience.
Computer Software/Hardware
Excel, PowerPoint, Dialer System - five9
Experience with implementing Call Center solutions is required - Applicants with experience deploying and/or managing Five9 Call Center solutions are preferred.
MoneyLion is committed to equal employment opportunities for all employees. 
Inside our company, every decision we make regarding our employees is based on merit, competence, and performance, completely free of discrimination. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. Within that team, no one will feel more “other” than anyone else. We realize the full promise of diversity and want you to bring your whole self to work every single day.

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