As a Call Center Administrator, you will be responsible for overseeing the daily operations of the call centre, ensuring the team meets performance goals, and maintaining a high level of customer satisfaction. You will manage and train customer service representatives, implement operational processes, and report on key performance indicators (KPIs) to ensure the success of the team.
Qualifications:
Bachelor's degree in Business Administration, Communications, or a related field (preferred).
Minimum of 3 years of experience in a call center environment, with at least 1 year in a management or supervisory role.
Strong leadership, communication, and interpersonal skills.
Excellent problem-solving abilities and conflict resolution skills.
Experience in developing training programs and coaching staff members.
Proficiency in using call center management software and Microsoft Office Suite.
Ability to analyze performance data and take actionable steps for improvement.
Strong organizational skills and attention to detail.
Key Responsibilities:
Lead and supervise a team of customer service representatives.
Monitor call centre operations and performance metrics (e.g., average handle time, customer satisfaction, first call resolution).
Develop and implement strategies to improve customer service delivery and efficiency.
Provide coaching, feedback, and performance evaluations for staff members.
Ensure that team members are meeting targets and consistently delivering high-quality customer support.
Resolve complex customer issues and escalate as necessary.
Analyze call center reports to identify trends and areas for improvement.
Collaborate with other departments to improve the overall customer experience.
Ensure compliance with company policies, procedures, and regulatory requirements.
Maintain scheduling and staffing to meet business needs.