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:

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!