Posted On: 8-26-2021
Position Title: Administrator, Contact Center Operations
Job Location: Nashville, TN
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POSITION SUMMARY: Responsible for the daily administration of the contact center technology, planning and implementing call center and workforce strategies and improving systems and processes.


  • Administers a blended call environment; including, but not limited to, creating outbound call campaigns, monitoring system performance, user set-ups, creating / modifying IVR’s, and providing technical support to agents as needed.
  • Maintains and improves contact center operations by monitoring system performance, and quickly identifying and resolving problems.
  • Creates ad hoc call campaign and agent performance reports.
  • Performs data analysis to offer insight and recommendations to increase call campaign effectiveness.
  • Interfaces with leadership teams, through weekly meetings and direct conversations, focusing on outbound dialing strategies and agent caseload management best practices.
  • Optimizes call campaign dialing schedule to meet departments goals and expectations in coordination with each department’s outbound dialer strategy.
  • Works in conjunction with the Director, of Contact Center Operations, along with IT to limit dialer system down time; perform system restarts and testing following an outage, system upgrade or any other dialer affiliated systemic need.
  • Produces monthly staffing requirements and outbound contact center forecasting.
  • Assists with configuring contact center systems by developing customer interaction and voice response systems, designing user interfaces, developing, and executing user acceptance test plans; planning and controlling implementations.
  • May assist with new employee on boarding activities.
  • Other duties as assigned.
  • Regular attendance.
  • Supports our BMI Core Values and cultivates a culture of diversity and inclusion.



Education:   Bachelor’s degree or equivalent preferred.

Experience: Minimum one year call/contact center analysis or workforce management.

Skills and Abilities:

  • Demonstrated success in outbound call center administration, system configuration a plus.
  • Working Knowledge of CRM, workforce management, and quality assurance systems.
  • Strong analytical/problem solving skills combined with business acumen.
  • Proficient in Microsoft Office Suite; SQL a plus.
  • Advanced skills in MS Excel and Power BI preferred.
  • Effective communication skills, both verbal and written.
  • Excellent project and time management skills.
  • Detailed oriented with the ability to work collaboratively, positive attitude, strong initiative.


BROADCAST MUSIC, INC. IS AN EQUAL OPPORTUNITY EMPLOYER: All applicants will receive equal opportunity for employment without regard to race, creed, color, sex, age, national origin, marital status, veteran status or disability.