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Platform Administration:
- Manage Five9 user profiles, skills, campaigns, and IVR scripts.
- Understanding of IVR and basic call flow.
- Manage Inbound/Outbound campaigns and Disposition settings.
Database Management:
- Utilize SQL to query, manage, and audit contact center data.
- Experience with data cleaning and validating report accuracy via SQL.
- Ability to write complex SELECT queries, joins, and filters.
Reporting & Analytics:
- Design and maintain advanced Excel dashboards and SQL-based reports.
- Mastery of VLOOKUP/XLOOKUP, Pivot Tables, and complex formulas.
- Creating charts and heatmaps that translate technical metrics into digestible business insights.
Breezy
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