Systems Administrator

**Systems Administrator (Contact Centre software) - Worcester**

**The company: Marsh Commercial**

We are Marsh Commercial, a diverse community of colleagues, serving a diverse community of clients with insurance, risk management and employee health and benefits advice and solutions.

**The role: Systems Administrator (Contact Centre software)**

Supporting one of our Centres of Excellence, you will be the driving force behind the administration of the Five9 dialling platform, creating new inbound/outbound campaigns, reporting on campaign and Call Centre performance, management of IVRs, and assisting with support of our Five9 integration with broking platforms.

This is a great opportunity for someone with previous experience managing dialler software and IVR/VRU & ACD functionality within a contact centre environment looking to move into a larger role within a well established company.

**What can you expect?**
- You will have the opportunity to work remotely and from an office in line with the needs of the business
- You will get in-depth on the job training and learn about insurance as well as building relationships within the business.
- A platform to build on existing knowledge and an opportunity to learn new skills in a continuous improvement environment

**What you will be rewarded with?**
- Competitive Benefits Package including: 27 days annual leave, excellent pension contributions, private medical cover, life assurance, income protection, employee assistance program, plus a range of flexible benefits including the option to buy or sell up to 5 days holiday per year, cycle to work, dental insurance, health assessments plus many more.
- Generous Family Leave including: 6 months paid maternity leave, 4 months paid paternity leave, 6 months paid adoption leave plus shared parental leave options. To help ease the transition when you return to work you will be able to work 8 weeks at 80% of your normal work pattern and receive 100% of your normal salary.
- You will get in-depth on the job training and learn about insurance, insurance broking as well as building relationships within the business and outside with our partners.

**We will rely on you to**:

- Create, maintain and manage dialling lists and campaigns
- Manage Five9 performance, including monitoring of dropped calls, abandoned rates and other metrics needed to optimize call handling processes
- Respond to user reported issues via existing ticket system and process; troubleshoot with Call Centre Agents and Supervisors experiencing problems or inefficiencies
- Explore and expand on the existing calling platforms automation and integrations
- Work with 3rd party integrations, including our custom integrations with Acturis and our lead management platform
- Communicate with management and business users daily to define, monitor & implement strategies and initiatives to optimize Call Centre and Sales performance
- Generate reports; configure report automation and scheduling as necessary

**What you need to have**:

- Previous experience managing dialler software and IVR/VRU & ACD functionality in a 75+ seat call centre
- Strong previous experience administering telephony systems in a Call Centre environment
- Degree level education or equivalent relevant experience in a technical field
- Proven ability to work in a fast-paced environment and adjust focus and workflow based on changing deadlines and needs

**What makes you stand out?**
- Previous insurance based experience
- You are detail-oriented, analytical, self-motivated, and comfortable with complex concepts

**About us**

We are Marsh Commercial, a diverse community of colleagues, serving a diverse community of clients with insurance, risk management and employee health and benefits advice and solutions.

We help clients succeed by defining, designing, and delivering innovative industry-specific solutions that help them effectively manage risk. Our deep knowledge of both the industry sectors and communities we serve, combined with the time we take to fully understand and meet a client’s needs, is what sets us apart.

We're also part of Marsh and McLennan Companies (MMC) - a global network of experts in risk, strategy and people. For over 140 years, Marsh & McLennan Companies (MMC) has supported enterprise, helping clients realise, survive and grow in changing times.

We leverage the scale, expertise and access to the broad range of products and services provided by the wider Marsh & McLennan Companies for the benefit of our clients - whilst retaining the flair, flexibility and personal service that our clients have come to expect.

Marsh & McLennan Companies and its affiliates aim to attract and retain the best people regardless of their gender expression or identity, marital and civil partnership status, ethnic origin, nationality, age, background, disability, sexual orientation or beliefs.

MaCom#

Schedule:

- 8 hour shift

**Experience**:

- System administration: 2 years (preferred)