As a Call Center Administrator, your role is pivotal in ensuring the smooth operation of the call center by providing administrative support, overseeing daily activities, and implementing efficient processes. Here's a detailed job description:

1. **Administrative Support**:

- Manage and maintain call center records, databases, and documentation, ensuring accuracy and confidentiality.

- Handle incoming calls, emails, and inquiries, directing them to the appropriate department or personnel.

- Assist in the preparation and distribution of reports, presentations, and other documents as needed.

2. **Staff Management**:

- Coordinate schedules, shifts, and breaks for call center agents, ensuring adequate coverage during peak hours.

- Assist in the recruitment, onboarding, and training of new call center staff.

- Provide ongoing support and guidance to call center agents, addressing performance issues and providing feedback as needed.

3. **Performance Monitoring**:

- Monitor call center metrics and key performance indicators (KPIs) such as call volume, average handling time, and customer satisfaction.

- Analyze data to identify trends, areas for improvement, and opportunities to optimize call center operations.

- Generate regular reports on call center performance and present findings to management for review and decision-making.

4. **Quality Assurance**:

- Implement and maintain quality assurance processes and standards to ensure high-quality customer service delivery.

- Conduct regular call monitoring and evaluation to assess agent performance and adherence to company policies and procedures.

- Provide coaching, training, and feedback to call center agents to improve performance and customer interactions.

5. **Technology Management**:

- Oversee the maintenance and troubleshooting of call center equipment, software, and systems.

- Collaborate with IT department to address technical issues, implement upgrades, and optimize call center technology infrastructure.

- Stay updated on emerging technologies and trends in call center management to enhance efficiency and effectiveness.

6. **Customer Relationship Management (CRM)**:

- Utilize CRM software to manage customer interactions, track inquiries, and ensure timely resolution of issues.

- Maintain customer records, update contact information, and document interactions for future reference.

- Collaborate with other departments to ensure seamless coordination and communication regarding customer inquiries and resolutions.

7. **Process Improvement**:

- Identify opportunities for process improvement and optimization within the call center, streamlining workflows and increasing efficiency.

- Implement best practices and standard operating procedures to enhance productivity and customer satisfaction.

- Solicit feedback from call center agents and management to continuously improve processes and procedures.

8. **Compliance and Regulatory Adherence**:

- Ensure compliance with industry regulations, company policies, and data protection laws governing call center operations.

- Stay informed about relevant regulatory changes and updates, implementing necessary adjustments to maintain compliance.

9. **Problem Solving and Decision Making**:

- Address escalated customer inquiries or complaints, resolving issues in a timely and effective manner.

- Make informed decisions regarding call center operations, resource allocation, and process improvements based on data analysis and performance metrics.

10. **Team Collaboration**:

- Foster a positive and collaborative work environment within the call center team, promoting teamwork, communication, and mutual support.

- Collaborate with other departments, such as customer service, sales, and IT, to achieve organizational goals and deliver exceptional customer experiences.

Overall, as a Call Center Administrator, your role is multifaceted, encompassing administrative duties, staff management, performance monitoring, process improvement, and customer relationship management to ensure the efficient and effective operation of the call center.

Job Type: Part-time

Pay: $20.00 per hour

Expected hours: 24 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person