DaBella

Call Center Representative

• Lead administration and optimization of call center platforms, primarily Five9
• Configure and maintain IVRs, call routing, queues, campaigns, SMS/chat channels, and communication workflows
• Manage dialing strategies and campaign performance to improve productivity and connect rates
• Monitor system performance and troubleshoot issues to ensure reliable operation
• Administer user access, permissions, and platform configurations
• Support integrations between Five9, Salesforce, and other enterprise systems
• Partner with stakeholders to identify process improvements and enhance user experience
• Collaborate with data teams to develop reporting and dashboards for call center performance metrics
• Create documentation, SOPs, and training materials
• Mentor junior administrators and support team members
• Ensure compliance with security, privacy, and operational standards

Contact Center Technology Manager