Contact Center Administrator

Pets deserve the best care. At Vetsource, we build the foundation for success, enabling those in the pet healthcare profession and industry to thrive. Our data-powered platform simplifies processes and streamlines systems, helping those we serve create tighter bonds with their customers. From prescription management and pet owner engagement to veterinary business performance data and insights, Vetsource provides comprehensive solutions that give our customers more time and flexibility, and help them foster strong relationships and positive experiences. In a rapidly evolving world, we’re constantly seeking new ways to help our customers chart a course for a better, brighter future for pets and those who care for them. If you love pets, want to have an impact and join a fantastic organization, Vetsource could be the place for you. At Vetsource, our teams, much like our customers, are represented through diverse perspectives, life experiences, unique strengths (and love for animals). We are an equal opportunity employer committed to fostering an inclusive and diverse workplace. We are a team of real people looking for great people to join us, which is why applications are carefully and thoughtfully reviewed by our team. We know that when considering a new opportunity, it's common to weigh your qualifications against the listed job criteria. That said, even if you don’t meet 100% of the job requirements but feel you would be a good fit for the role, we still encourage you to apply! WHO WE ARE LOOKING FOR Workforce and Platform Administrator (Contact Center Administrator) The Workforce and Platform Administrator is responsible for the daily, real-time management of the contact center’s Google Contact Center AI (CCAI) platform, including virtual agents, routing, and AI-driven insights, while simultaneously overseeing Workforce Management (WFM) functions such as forecasting, scheduling, and real-time adherence. The Administrator ensures that our AI deflection and human agent staffing are optimized to meet service level agreements (SLAs). This is a full-time, remote position. WHAT YOU'LL DO

• Use Google CCAI and workforce management techniques to analyze and make necessary adjustments in staffing plans.
• Maintain constant communication with Department leaders and associates to coordinate needed staffing adjustments based on current and forecasted results.
• Monitor PTO, absences, advisor clock in/out logs, shift swaps and breaks/lunches to ensure schedule adherence and overtime limits.
• Develop advisor schedules; monitor schedules and update the scheduling system accordingly.
• Manage virtual agent activity, adding/removing them from the call center queues.
• Provide daily/intra-day performance reports to leadership.
• Compare results to forecast and identify opportunities for improvement.

WHAT YOU BRING

• Bachelor's Degree in Business, IT, Finance or equivalent job-related experience
• 3+ years of experience in Call Center Operations or Workforce Management
• Excellent computer skills, including a high level of proficiency with MS Office or Google Suite
• Familiarity with Google CCAI Platform or similar CCaaS and WFM software
• Familiarity with agent management in a call center environment

Preferred Experience and Qualifications:

• Bilingual in Spanish
• Experience managing virtual agents in a call center environment
• Experience managing Google CCAI Platform or similar CCaaS and WFM software
• 1+ year of experience in the veterinary industry

​WORKING CONDITIONS

• Reliable internet access is required
• Sitting/standing at a desk working on a computer for long periods of time

WHAT CAN YOU EXPECT FROM VETSOURCE In addition to an inclusive and welcoming culture, Vetsource also offers:

• Competitive pay and benefits including medical, vision*, dental, and life insurance
• Employee Assistance Program
• Pet insurance* and Virtual vet care
• PTO, Holidays, Floating Holidays, and Volunteer Day
• Retirement Savings Plan (401k/ RRSP) with employer matching program
• Paid parental leave
• Flexible scheduling and remote work where possible
• The opportunity to join one of our Associate Resource Groups, and fun company events!

For Canadian based associates these specific benefits are not included* OUR VALUES In addition to the benefits listed above, all associates are expected to support and model Vetsource’s Core Values: Do the right thing every time; Treat others the way they want to be treated; Embrace change; Be innovative; Get it done; Enjoy the work! A culture where everyone can thrive! Pay Range (US based applicants): $24.73 - $30.00 / hour Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to job-related skills, experience, certifications, relevant education and training, while also considering internal equity. The statements in this document are intended to describe the general nature and level of work being performed for this role, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required. Our pre-employment process includes a background check as a part of the hiring process, and will include a drug screen for pharmacy related roles. The background check will only be initiated after a conditional offer of employment has been made and will be subject to an individualized assessment, as required by law. In the United States, if you need a reasonable accommodation for the online application process due to a disability, please email [email protected] , or if you have general questions relating to this process. No agencies please. We are an equal opportunity employer. Vetsource is an E-verify employer. www.vetsource.com Remote Skills: Analysis Skills, Animal Care, Artificial Intelligence (AI), Bond Market, Call Center Management, Call Center Operations, Call Centers, Computer Skills, Contact Management, Finance, Forecasting, Hardware Virtualization, Information Technology & Information Systems, Insurance, Leadership, Life Insurance, Maintain Compliance, Microsoft Office, Performance Analysis, Schedule Development, Service Level Agreement (SLA), Systems Administration/Management, Time Management, Veterinary Medicine, Workforce Management About the Company: Vetsource Apply tot his job Apply To this Job