Responsibilities

• You will be creating and implementing call routing rules across multiple platforms, creating and handling outbound calling campaigns, and working across teams to assist in meeting their goals. Ensuring day-to-day business operates as intended and gathering information to improve the processes. It is all centered on the ultimate measure of customer satisfaction – the outcome of earning their business.
• Assist in the design and creation of Salesforce CRM routing rules to segment opportunities for inbound, manual outbound, and Genesys dialer driven outbound campaigns
• Develop and manage campaigns in Message Gears for use in call routing and Cisco outbound campaigns powered by dialers
• Use SQL queries, reporting tools, and built-in reporting to review and analyze statistical data to ensure department is meeting metrics and goals in many facets of the business. Perform analysis when finding outliers in sets of data down to an individual guide/campaign basis. Provide data and findings to Dialer Manager for further review/presentation to Operations
• Supervise and analyze day to day call routing and dialer system operations, dialing campaign performance, and make sure agents are engaged efficiently. Using discretion and independent judgment, manage and actively adjust routing rules, campaigns and dialer functions to meet contact and list penetration goals and optimize contact and sales results
• Run, review, and work with team to present/display pre-built reporting. Including basic analysis of trends and optimization strategy
• Communicate and build positive professional relationships with the global CARE and Commerce departments, from the guides to the VP, working closely with partners such as Routing, Telecom, Opal, Marketing, CRM Development (GoDaddy and Salesforce), and Legal

Requirements

• 3+ years of professional experience in SQL querying and Relational Databases
• 3+ years of experience working with Salesforce CRM, including system configuration, opportunity management, and lead/opportunity routing
• 2+ years of hands-on experience with dialer hardware and software configuration, administration, and troubleshooting, with preferred experience in Genesys, Cisco, and LCM environments
• A strong customer focus with demonstrated success in problem solving, teamwork, adaptability, planning, decision making, and data analysis

Preferred

• A Demonstrated knowledge and understanding of key outbound call center performance metrics such as contact rates, conversion, list penetration, abandoned rates, etc
• A proven ability to quickly assess complex situations, develop effective solutions, and execute with minimal supervision

Benefits

• Working at GoDaddy offers many benefits, including competitive pay, generous time off, parental and wellness leave, healthcare, retirement savings program, and much more.
• This role is eligible for a comprehensive benefits package, which includes medical, dental, and vision insurance, a 401(k)-retirement plan, paid sick time, paid flexible time off, paid parental leave, life insurance, short- and long-term disability, AD&D insurance, mental health or EAP programs, remote or hybrid work options, paid holidays, paid Wellness days, tuition assistance, adoption, surrogacy, and fertility benefits, dependent daycare and backup care benefits, Employee stock purchase plan, financial education and advice; and other benefits in accordance with GoDaddy’s benefit plans and applicable law.
• Actual compensation and benefits eligibility will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.