Contact Center Administrator

📋 Description

• • The Contact Center Administrator at VetSource is responsible for the real-time management of the Google Contact Center AI (CCAI) platform and Workforce Management (WFM) functions, ensuring optimal staffing and AI deflection to meet service level agreements (SLAs). This role is critical to maintaining efficient contact center operations that support pet healthcare professionals and improve customer experiences.
• • Day-to-day responsibilities include using Google CCAI and WFM techniques to analyze and adjust staffing plans, maintaining communication with department leaders for staffing coordination, monitoring PTO, absences, clock-in/out logs, shift swaps, and breaks to ensure adherence, developing and updating advisor schedules, managing virtual agent activity in call queues, and providing daily/intra-day performance reports to leadership while comparing results to forecasts for continuous improvement.
• • VetSource is a mission-driven company that builds data-powered platforms to simplify processes in the pet healthcare industry, enabling veterinary professionals to focus on patient care. The company values diversity, inclusion, and innovation, and fosters a culture where employees are empowered to thrive while supporting the well-being of pets and their caregivers.
• • In this role, you will develop expertise in AI-powered contact center technologies, workforce analytics, and real-time operations management. You will gain hands-on experience with Google CCAI and WFM systems, strengthen your analytical and communication skills, and contribute directly to operational efficiency and customer satisfaction in a growing, purpose-led organization.