Contact Center Administrator
At OnDeck, we make small business a big deal. We’re improving the world’s economic landscape by changing the way small businesses access financing. We care intensely about each other, our company and the customers we serve, and are committed to making every day count.
As the Contact Center Administrator at OnDeck on the Rev Ops team, you will:
- Manage OnDeck’s contact center operations and oversee day to day processes
- Prioritize and align daily work with team goals and communicate progress and bandwidth accordingly to enablement and revenue operations teams
- Partner with Enablement, Revenue, Product and Technology teams to implement changes to existing setup
- Communicate status, progress and technical implications to cross-functional audiences and business partners
- Recognize and contribute to remediation of issues within the contact center tools
- Understand and maintain compliance of domain and processes for all contact center operations
- Develop roadmap to implement new tools for OnDeck to communicate with customers or prospective customers
Necessary qualifications for success:
- At least 3 years of experience working with cloud based contact center solutions (Five9, Avaya, inContact, Genesys)
- Experience managing the day to day operations of contact center solutions in an inside sales or call center environment
- Experience with telephone business and consumer calling regulations. Including DNC and TCPA
- Strong ability to manage competing priorities with attention to detail; well organized and able to meet deadlines
- Analytical mindset and passion for data and process improvement
- Experience with live chat and SMS solutions
- Familiarity with technical integrations to improve automation of processes and more seamless integrations including SFTP, APIs, Salesforce.com
Nice-to-haves (not required):
- Relevant certifications, Five9 certification preferred
- Experience working with Salesforce.com
About OnDeck:
As the largest online small business lender in the U.S. and a leading online lender in Canada serving more than 700 different industries, we have been trusted by approximately 100,000 small businesses by providing them with financing to help them meet the unique opportunities and challenges of owning a business. Since 2007, we’ve issued over $12 billion in business financing. Join us as we enable small businesses to achieve success on their terms.
At OnDeck, we’re reinventing small business financing. We care intensely about each other, our company and the customers we serve, and are committed to making every day count.
OnDeck believes that each and every team member plays an important role in our company’s success. That’s why we strive to provide you and your family with a competitive and comprehensive benefit program with a variety of options and opportunities. We offer:
- Generous Vacation
- Comprehensive Healthcare
- Educational Reimbursement
- 401k Matching
- Parental Leave
- Sports Teams
- Stocked Kitchens
- Loan Consolidation
We are going to ask you to talk about your accomplishments. Here are some of ours:
- Built in Colorado, Top 100 Digital Companies in Colorado, 2015, 2016, 2017
- Built in NYC’s 100 Best Places to Work, 2019
- Colorado SHRM Best Companies to Work For in Colorado, 2015
- Crain’s New York Best Places to Work, 2013, 2014, 2015
- Crain’s New York Business Fast 50, 2013, 2014, 2016, 2017
- Denver Business Journal Largest Technology Employers in Denver, 2019
- Denver Business Journal Best Places to Work, 2019
- FinTech Breakthrough Award – Best Overall LendTech Company, 2018
- Fortune 50 Best Workplaces for Diversity, 2016
- Fortune 50 Best Small and Medium Companies to Work For, 2016
- Fortune 30 Best Workplaces in Finance and Insurance, 2016
- Fortune.com and Great Place to Work 100 Best Workplaces for Millennials, 2015
- Fortune/Great Place To Work Great Rated! People’s Picks: 20 Great Workplaces in Financial Services, 2015
- Forbes’ America’s Most Promising Companies, 2013, 2014
- Great Place to Work Certification, 2017, 2018, 2019
- Inc. 500|5000, 2013, 2014
- Inc. Hire Power, 2013
- Lending Tree’s Top Rated Customer Satisfaction, Q1 2018
- Selling Power Magazine Best Company to Sell For, 2013, 2014, 2015, 2016, 2017, 2018, 2019
- US News & World Report, “Best Unsecured Business Loans of 2018” – Best for Term Loans
- Washington Post Top Places to Work, 2019
- WorldatWork, 2017 Seal of Distinction
- TalentDesk’s Best Large Companies for Computer Science Jobs in Arlington, Virginia: #1, 2019
- TalentDesk’s Best Companies for Customer Service Jobs in Denver, Colorado: #1, 2019
- TalentDesk’s Best Companies for Quality Assurance Jobs in Denver, Colorado: #1, 2019
As part of our dedication to maintaining an inclusive and diverse workforce, OnDeck provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, OnDeck complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
OnDeck expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of OnDeck’s employees to perform their job duties may result in discipline up to and including discharge.
**No external recruiters or agents, please.**