Contact Center Quality Analyst jobs in Kansas City, MO

GAF Energy is seeking an enthusiastic and talented Contact Center Administrator who will play a key role in supporting the centralized Contact Center Platform, including but not limited to, workforce management, reporting, dashboards, and providing support across all of GAF Energy’s contact service centers. The administrator will also aid in the creation of documentation, training curriculum, as well as support other enablement activities for the Sales Operations group. They will participate in the design and analysis of contact center best practices, review reports, and present opportunities for process improvement and refinement. The successful candidate will have experience working in a fast-paced environment and is a forward thinker who is not afraid to roll up their sleeves.

Specific responsibilities to include, but are not limited to:

• Establish Contact Center best practices applicable to GAF Energy’s multiple contact center groups
• Coordinate a backlog of enhancements to GAF Energy’s VCC platform
• Collaborate with individual Contact Center Supervisors to support the usage of the VCC platform, including but not limited to core competencies, training plans, enhancements, reports, and other needs.
• Ability to solve complex user issues using technical experience
• Maintain quick guides and other training materials pertaining to the VCC platform
• Review the platform for proper usage and establish exception reports
• Train VCC system
• Support the VCC platform, inclusive of workforce management capabilities,
• Aide in the creation of change management and training content for Sales Operations platforms
• Perform other duties as assigned

Qualifications:

• Must possess strong verbal and written communication skills; be diverse; and be detailed-oriented
• Outgoing and energetic personality
• Highly organized
• Ability to initiate self-action
• Demonstrates ability to collaborate effectively and build strong working relationships across the business
• Demonstrates strong meeting facilitation skillset
• Proven change agent with a track record of change management success; able to create and implement change
• Ability to meet deadlines, handle and prioritize simultaneous requests, and communicate laterally and upwards

Education/Experience:

• 25-50% travel required
• Associate’s Degree required
• 5-10 years of experience in customer service, contact center management/support, or other related field
• Previous Contact Center administration is a plus
• Previous Workforce Management experience is a plus

Job Type: Full-time

Benefits:

• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 5 years

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• Call center
• In-person
• Office

Ability to Relocate:

• Kansas City, MO 64105: Relocate before starting work (Required)

Work Location: In person