How to Be Call Center Systems Administrator - Job Description, Skills, and Interview Questions

Feb 20, 2020 / 6 Minutes Read / By Albert

How to Become

Professional Organizations

FAQ

Links

The installation of a Call Center Systems Administrator has a positive effect on the efficiency of call centers. This is because it helps to ensure that the systems are updated and maintained in order to meet the changing needs of the organization. It also allows for a smoother transition between different versions of the software, and ensures that the system is secure and reliable.

having a Call Center Systems Administrator on staff can help to reduce the amount of time needed to fix issues, as well as reduce the likelihood of system outages. All of these benefits lead to improved customer service, increased productivity, and ultimately, increased revenue for the organization.

Steps How to Become

Earn a Bachelor's Degree. A bachelor's degree in computer science, information technology, or a related field is the minimum educational requirement for most call center systems administrator positions.
Obtain Relevant Work Experience. Call center systems administrators must understand how call centers operate and how to troubleshoot equipment and software issues. Gaining experience in a call center setting can help you develop the skills needed to become a call center systems administrator.
Take Certification Courses. There are several certifications available that can help you demonstrate your knowledge and proficiency in call center systems administration. Some of these certifications include the Certified Telecommunications Network Professional (CTNP) and the Cisco Certified Voice Professional (CCVP).
Pursue Ongoing Training. Call center systems administrators must stay up-to-date on changes in technology and new software applications. Taking courses and attending seminars on a regular basis can help you remain knowledgeable about the industry.
Establish Professional Relationships. Developing relationships with vendors and other industry professionals can help you stay abreast of changes in the industry. Additionally, having a network of contacts can help you quickly solve any tech-related issues that arise.

Maintaining a call center system requires a proactive approach to ensure it remains efficient and up to date. Keeping the system updated and efficient involves staying informed about new technologies, proactively monitoring the system for potential issues, and staying current on system updates. Regularly inspecting the system for potential issues and making necessary updates will help reduce downtime and improve customer service.

training staff on how to properly use the system is essential to ensure it is being used to its full potential. Finally, introducing modern features and technologies can help keep the system up to date with the latest industry trends. Together, these steps will help ensure that the call center system is running efficiently and remains updated.

You may want to check Call Center System Engineer, Call Center Project Manager, and Call Center Team Leader for alternative.

Job Description

Troubleshoot call center systems, applications, and hardware to identify and resolve technical problems.
Monitor and analyze system performance to ensure efficient and reliable operation of all call center systems.
Develop and implement procedures for periodic maintenance and upgrades of call center systems.
Coordinate with vendors and other IT teams to ensure proper functioning of all call center systems.
Create and maintain documentation on all call center systems, processes, and procedures.
Develop and maintain user training programs for call center personnel.
Train call center staff on new systems and features.
Manage software licenses, hardware inventory, and other IT assets for all call center systems.
Monitor user access levels and security to ensure data protection and compliance with established policies.
Research and recommend new technologies that can improve call center operations.

Skills and Competencies to Have

Computer Networking
Voice over IP
System Administration
Database Management
Scripting/Programming (e. g. Python, Java, etc. )
Technical Troubleshooting
Project Management
Customer Service
Microsoft Office Suite
VoIP Protocols (SIP, H. 323, etc. )
Team Leadership
Data Security
System Security
Call Center Automation Technologies
Telecommunications Standards (ISDN, T1, etc. )

A Call Center Systems Administrator plays a critical role in ensuring that customer service operations are running smoothly. The most important skill for a Call Center Systems Administrator to have is problem solving. To be successful, a Call Center Systems Administrator must be able to identify a problem, analyze the data and identify the source of the issue, and then create a solution.

A Call Center Systems Administrator must also be a great communicator, as they must be able to effectively communicate with customers, co-workers, managers, and other stakeholders. They must also have strong organizational skills so that they can keep track of processes, procedures, and customer information. Finally, they must have a good understanding of technology and software, as they will be responsible for setting up and maintaining the system.

With these skills, a Call Center Systems Administrator can ensure that customers are receiving the best service possible, while also providing the company with an efficient system.

Call Center Manager, Call Center Quality Assurance Analyst, and Call Center Agent are related jobs you may like.

Frequent Interview Questions

What experience do you have with call center systems administration?
What do you think are the most important qualities of a successful call center systems administrator?
Describe your experience working with call center software such as Genesys, Avaya, and Five9.
What challenges have you faced in call center systems administration, and how did you overcome them?
How do you stay up to date on the latest technologies and trends related to call center systems administration?
What strategies do you use to ensure the optimal performance of call center systems?
How do you handle customer complaints or service issues related to call center systems?
What processes do you have in place for monitoring and maintaining call center systems?
What strategies have you used to improve the customer experience when using a call center system?
How do you ensure that the data within a call center system is secure and protected?

Common Tools in Industry

VoIP (Voice over Internet Protocol). VoIP is a technology that allows voice and multimedia communications to be sent over the internet, typically using IP telephony. Example: Skype.
CRM (Customer Relationship Management) Software. CRM software is used to store customer data, track customer interactions and automate customer service tasks. Example: Salesforce.
Helpdesk Software. Helpdesk software is a tool used to streamline customer service processes, such as tracking and addressing customer inquiries, complaints, and requests. Example: Zendesk.
IVR (Interactive Voice Response) System. IVR systems allow customers to interact with a computer through the use of voice and/or keypad commands. Example: Twilio.
Call Recording Software. Call recording software is used to record customer interactions for quality assurance, training, and compliance purposes. Example: CallTrackingMetrics.
Network Monitoring Tools. Network monitoring tools are used to monitor a network for performance issues and security threats. Example: Nagios.

Professional Organizations to Know

International Customer Management Institute (ICMI)
International Association of Outsourcing Professionals (IAOP)
Society for Call Centers and Customer Service Professionals (SCCSP)
American Teleservices Association (ATA)
Association of Contact Center Professionals (ACCP)
National Association of Call Centers (NACC)
Contact Center World (CCW)
Call Center Association of India (CCAI)
Call Center Network Group (CCNG)
European Call Centre & Customer Service Association (ECCSA)

We also have Call Center Business Analyst, Call Center Quality Assurance Manager, and Call Center Outbound Sales Representative jobs reports.

Common Important Terms

VoIP (Voice over Internet Protocol). A technology that enables users to make telephone calls over the internet, using computer networks.
PBX (Private Branch Exchange). A private telephone network used within a company or organization that allows users to make and receive calls both internally and externally through a single access number.
IVR (Interactive Voice Response). A computerized system that interacts with callers via telephone keypad inputs or voice recognition and provides automated services such as account balance inquiries, bill payments, etc.
ACD (Automatic Call Distribution). A technology used in call centers to route incoming calls to the most appropriate agent in the shortest amount of time.
QoS (Quality of Service). A measure of the quality of a service, such as an internet connection or telephone call, based on factors such as latency, jitter, and packet loss.
SIP (Session Initiation Protocol). A protocol used for establishing and controlling communication sessions between two or more participants over an IP network.
CTI (Computer Telephony Integration). The integration of computer technology with telephony systems in order to provide more efficient communication services.

Frequently Asked Questions

What is the primary responsibility of a Call Center Systems Administrator?

The primary responsibility of a Call Center Systems Administrator is to manage, maintain and implement all of the systems and software associated with a call center, such as telephony systems, customer relationship management (CRM) systems, queue management systems, and reporting tools.

What technical skills are necessary to be a Call Center Systems Administrator?

Technical skills necessary to be a Call Center Systems Administrator include experience with VoIP, PBX, IVR, ACD, and scripting languages such as Perl and Java. Additionally, they should have strong knowledge of networking technologies such as routers, switches, VPNs, DNS, and DHCP.

What other duties may be required of a Call Center Systems Administrator?

Other duties that may be required of a Call Center Systems Administrator include developing and maintaining system documentation, performing system upgrades and patching, providing technical support and troubleshooting for users, and staying up to date with the latest security compliance standards.

What type of environment do Call Center Systems Administrators usually work in?

Call Center Systems Administrators typically work in a fast-paced office environment with regular contact with call center personnel and other IT personnel.

What kind of qualifications are needed to become a Call Center Systems Administrator?

Qualifications to become a Call Center Systems Administrator include a bachelor's degree in computer science or a related field, experience with network administration and VoIP systems, and excellent problem solving and communication skills.

Web Resources

Systems Administrator - jobs.jhu.edu jobs.jhu.edu
Jobs & Employment - Systems Administrator | Benedictine College www.benedictine.edu
System Administrator | McKendree University www.mckendree.edu