Overview:

Provides administrative support for the account / program by coordinating with various internal departments (i.e. CE, LS, HR, Workforce, etc…).  Seeks immediate action and resolution to administrative concerns, inquiries and issues of the account by the accurate gathering and cascading of information to and from applicable units.  Supports the Operations Management in the roll-out of account initiatives by establishing accountability for administrative needs.  Provides administrative assistance to all associates within the account.

• Addresses the administrative needs of the account by coordinating with the Operations Management on account needs and goals.  

• Contributes to the attainment of optimum performance and service levels by providing administrative support for the entire account (i.e. monitoring metrics, attendance, attrition, etc...).  

• Updates program / account files and collates team reports for program / account report generation.  

• Files and organizes internal reports for easy access and availability.  

• Maintains the account's communication and bulletin boards (i.e. generates list of winners for daily/weekly/monthly incentives on the floor, exemplary performers, promotions and new hires, etc...)  

• Acts as the Human Resource person for the account.  

• Coordinates with the Human Resources departments (i.e. Compensation and Benefits, Employee Relations, Recruitment, etc...) for HR concerns of the account (i.e. disputes, inquiries, hearings, etc...).  

• Transmits important documents and information and secures confidential records for proper safekeeping.  Submits disputes, inquiries and grievances regarding payroll, compensation and employee relations for immediate action and addressing.  

• Provides data on upcoming events to the account.  

• Attends regular meetings with Human Resources (i.e. HR at the Lounge, etc...) to gather important information for immediate dissemination to the account.  

• Liaisons with other Program Coordinators in order to keep information up-to-date and discuss common concerns across all accounts.

• Updates Baleen information and templates by gathering updated data from the intranet.  

• Maintains Baleen information contained in various documents in order for agents to be able to review overall account performance and individual contributions on a real-time basis.  

• Assists the Team Leaders in collating individual / team metrics.

• Ensures the availability of supplies, materials and other resources required for day-to-day operations of the account.  

• Checks inventory of current supplies and forecasts future supply needs of the account.  

• Submits requisitions for additional supplies and other necessary materials.

• Assists in queue management and floor support by logging into the pertinent WFM system and checking queue and call volume.  

• Provides data to Call Center Coordinators / Command Center in order to improve and check on the account's productivity levels (i.e. lessen abandoned calls, improve Service Levels, etc...).

• Coordinates with Call Center Coordinators and other Work Force personnel / departments regarding suspensions, schedule swaps, attrition, leaves utilization, etc...  

• Submits the necessary documents respective to concerns and needs of the account.  

• Ensures that pertinent database information is updated by way of reports and documents submitted.  

• Assists in Customer Experience and Learning Services initiatives aimed at updating product knowledge and improving overall productivity of the team members of the account by coordinating with other departments for the necessary resources and materials (i.e. equipment, room reservations, etc...).

Required skills + qualities (technical):

• At least one year (1) call center experience specializing in Customer Care and / or Marketing and Sales and/or Technical support operations.

• Prior knowledge of client specifics (i.e. nature of account, metrics, client application, etc...) preferred.  Working knowledge of call center operations and organization. 

• Proficiency with MS Office applications (i.e. Excel, MS Word, PowerPoint, etc...) as well as call center specific software and applications (i.e. CMS/IEX, Baleen, Blue Pumpkin, etc...) preferred.

Required skills + qualities (non-technical):

• Excellent oral and written English communication skills with professional communication skills both verbal and written business correspondence; planning, organizing and coordination skills

• Adaptive to changing work schedules and working hours.  

• Active listening skills.  

• Operates with minimal supervision.  

• Customer orientation.  

• Time Management and Multitasking skills.  

• Detail-oriented, Analytical, Problem-Solving and Decision-Making skills.