Five9 Administrator
Description
We are seeking a Contact Center Administrator to support Progyny’s ongoing growth. You will be an expert on all telephony and workforce management programs utilized by Progyny and will provide ad hoc support to other team members as needed. This role requires experience administrating Five9, and preference will be given to those who have experience with Verint. You will leverage this experience to provide our team with solutions to increase efficiency, reliability, and integration of our services and operations.
What you'll be doing...
- Acts as a point of contact, subject matter expert, educator, and troubleshooter with regards to VoIP system (Five9).
- Configuration and management of multiple inbound and outbound campaigns, skill-based routing, and agent skill priority.
- Perform continual analysis of current performance (noting recent historical trends) and conduct real-time adjustments to Operations and Call Center teams to achieve Service Level goals / business objectives for a multi-site/remote user operation.
- Provide daily/intra-day performance reports to leadership.
- Develops and maintains knowledge of workforce management and IVR tools to ensure the call center is leveraging new enhancements.
- Collaborates with call center managers to gain an understanding of their front-line perspective and make any necessary changes or suggestions that will have a positive impact on the business and on call center employees.
- Assist in implementing changes to IVR system when needed.
- Other related duties as assigned.
About you...
- Bachelor’s degree or equivalent business experience required.
- Two or more years of experience with Five9 Virtual Call Center systems required. Candidates with experience in Verint will be prioritized.
- Five9 knowledge should include; Queues, Agents, Interactions, Campaigns, IVR Scripting, List Reports, Contacts, Do Not Call, Worksheets and custom report creation.
- Experience with Salesforce preferred.
- Must have a good working knowledge of Excel and other Windows based programs (Word, PowerPoint, etc.), and can organize/analyze data in a structured manner.
- Excellent written, verbal, analytical and communication skills.
- Ability to work in virtual team environment.
- Learning on the Fly: must be willing and able to take the initiative for learning, increasing knowledge and improving skills in a self-directed manner to improve performance and position added value.
About Progyny...
Progyny is a leading fertility benefits management company in the US. We are redefining fertility and family building benefits, proving that a comprehensive and inclusive fertility solution can simultaneously benefit employers, patients, and physicians. Our benefits solution empowers patients with education and guidance from a dedicated Patient Care Advocate (PCA), provides access to a premier network of fertility specialists using the latest science and technologies, reduces healthcare costs for the nation’s leading employers, and drives optimal clinical outcomes. We envision a world where anyone who wants to have a child can do so.
Our mission is to make any member’s dream of parenthood come true through a healthy, timely, and supported fertility and family building journey.
Come join a company that’s been recognized by Modern Healthcare as one of the Best Places to Work in Healthcare.
Our perks:
- Family friendly benefits: Paid maternity and paternity, fertility benefits (including egg freezing and IVF), emergency childcare program, parent’s group
- Health, dental, vision and life insurance options for employees and family
- Paid vacation and summer flex time
- Company equity
- Bonus program
- 401K Match
- Company social events
- Flex days (3 days a week in the office) for positions located at NY office)
Progyny is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills and experiences within our workforce.