(#31986) Adm I, Ctrl Tower

The Control Tower Administrator is responsible for providing call center support in order to maximize the efficiency of the call center. As the Administrator, your primary responsibility will be to monitor the agent canvas across multiple sites to ensure call center adherence goals are met.

The Control Tower Administrator will:

• Provide call center support including trouble shooting and escalation of agent and/or system issues
• Complete Canvas administrator responsibilities, including assigning of skill sets, group updates, password resets, etc.
• Provide listen-in call monitoring support
• Provide support and monitor agents assisting other groups
• Monitor and send recurring reports
• Perform other related duties as required and assigned
• Demonstrate behaviors which are aligned with the organization’s desired culture and values

What You’ll Bring:

• High School Diploma / GED
• 1+ years of relevant work experience
• Ability to work with data, spot trends, identify problems, draw conclusions and make recommendations
• Must be highly proficient in Excel and Word
• Financial Services and, if possible, mortgage industry experience preferred