Cisco Webex Calling & Contact Center Administrator

BrokerLink InsuranceToronto, ON

9 days ago

Job description

Being a part of BrokerLink, means you live our values : to act with integrity, be respectful of others, have a customer-driven mindset, strive for excellence and always treat others with generosity. These values drive our diversity and inclusion efforts to ensure a respectful and inclusive work environment is present.

We want like-minded individuals who want to provide the highest level of customer service, who carry themselves with utmost professionalism.

We want to invest in you! Your success is our success and our purpose of "we're here to help people" is what motivates us to keep the amazing talent we attract, for a long time. We want to bring out the best of all our team members! Offering countless opportunities to grow and an environment which values our most important assets, you, our team members. We have over 200 offices across Canada, ask us about our flexible work arrangements!

We are looking for a Cisco Webex Calling & Contact Center Administrator to join BrokerLink and work out of Alberta, Ontario or our Atlantic region. On a Permanent FT basis.

To be a successful candidate, you will need to have a strong background administering and managing Cisco Webex Calling and Cisco Webex Contact Center in a fast-paced contact center environment. You will require solid understanding of telecommunications and voice services, including call recording. You will also need to be able to implement, administer, and troubleshoot IVR's, hunt groups, queues and call flows. Ability to work after business hours as required. Fluency in Microsoft operating systems and productivity suites.

As part of our employee promise, here are some of the many perks of working with us :

Flexible health and dental insurance benefits package
Personal Spending amount to invest in your healthy lifestyle
RRSP - Registered Retirement Savings Plan with Company matching
ESPP - Employee Share Purchase Plan (TSX : IFC) program with matching aspect
Dress for your day', dress according to your daily schedule
Competitive compensation package with bonus aspect
Employee discount program, including Apple, Bell, Rogers and more!
Paid Time Off in the form of : Personal days, Volunteer days, Exam / Study Time, Jury Duty and starting at 3 weeks of vacation per year!
Working for an employer who is regularly recognized as one of Canada's best employers such as Kincentric 2024

What the Role Entails :

Add, delete, manage user licenses, assign roles, configure user profiles.

Configure system settings, such as redirect on no answer settings, business hours & prompts.

Configure and manage call routing to ensure calls are directed to the appropriate agents.

Set up and configure auto attendants, group voicemail boxes and virtual lines.

Designs and implements new call flows, queues, hunt groups, users and teams.

Generate and interpret reports, including call queue analytics and customer call back statistics.

Monitors and maintains telecom services and system integrations for availability and quality.

Troubleshoot, diagnose, and resolve hardware, software, and service problems.

Work with project managers on multiple projects and initiatives at various stages of completion.

Create and maintain documentation and SOPs.

Provide end-user technical support and training.

The Successful candidate will have :

If you feel you have the equivalent skills

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Administrator • Toronto, ON