Five9 Manager- Data Analytics

Legacy Restoration is the leader in residential home exterior renovation, offering a complete line of roofing, siding, windows, gutters and installation services. Our purpose, built on the foundation of our core values, is to improve the quality of life for our employees and customers through the pursuit of excellence. We offer career advancement, growth and leadership development opportunities.

• This is a remote, work-at-home position. Please submit your resume in English, otherwise it wont be considered.
  

Position Summary:
We are seeking for a highly skilled and motivated Five9 Administrator to join our team. The ideal candidate will be smart with Five9 experience, have a strong understanding of how integrations work, and are very strong in building customized reports and creating dashboards in Excel/PowerBI. Basic coding skills will be helpful.

The Administrator will be responsible for administrating the Five9 dialing platform, creating new inbound/outbound campaigns, reporting on the campaign and Call Center performance, managing IVRs, and assisting with support of our Five9 integration with other technology. Additionally, the ideal candidate will have experience with workforce management for forecasting employees head count for each shift.
Position Duties and Responsibilities:
Monitor Five9 performance metrics (dropped calls, abandoned rates, etc.) to optimize call-handling processes.
Troubleshoot user-reported issues via the ticketing system; provide support to call center agents and supervisors.
Enhance automation and integrations within the calling platform.
Collaborate on third-party integrations, including LeadPerfection and custom lead management systems.
Partner with management and business teams to define and implement strategies that improve call center and sales performance.
Generate and automate reports; configure scheduling as needed.
Use workforce management tools to forecast staffing requirements by shift.
Perform additional duties as assigned.
Skills and requirements:
Minimum 5 years of experience administering telephony systems in a call center environment.
Bachelors degree in a technical field (preferred) or equivalent experience.
Strong analytical, detail-oriented, and self-motivated mindset.
Expertise in building customized reports and dashboards in Excel; familiarity with Power BI.
Basic coding skills (PHP, MySQL, HTML, CSS, JavaScript, jQuery, Ajax, Python, WordPress) are advantageous.
Experience with workforce management and forecasting staffing needs.
Ability to thrive in a fast-paced environment and adapt to shifting priorities.
Technical requirements:
High-Speed Internet (minimum requirement 100 Mbps download)
Computer or laptop with Windows operating system
2nd monitor
Working schedule:
Monday through Friday 7AM-5PM Central Time
If you are an intelligent, analytical, and highly skilled Five9 Administrator and meet these qualifications, we encourage you to apply for this exciting opportunity to join our team.