Job Description

Overview:
Are you ready for the next step in your career? Do you like a fast paced environment and supporting ongoing projects? In this newly added position, you will provide administrative support to the customer service management staff and will help identify, facilitate, and implement process improvements for Call Center operations. The Project Administrator will help analyze, research, and track trends that impact the customer experience and call center efficiencies.

Why you will love this job.

• Fast paced - Every day is different
• Team atmosphere \xe2\x80\x93 We\xe2\x80\x99re all family here!
• Career growth \xef\xbf\xbd\xef\xbf\xbd The possibilities are endless.

• Great Benefits \xe2\x80\x93 medical, dental, vision and more!
• Weekly Pay
• Unique Culture
• Employee Discount
• On site gym & cafeteria (Taunton location)

• Implements, maintains, and analyzes databases and software solutions to understand employee and department performance measurements. Schedules, and runs phone reports to provide workforce tracking and forecasting. Makes recommendations regarding department employment needs for optimal coverage. Utilizes the phone queue for rep adherence and presence to effectively handle daily call volume.
• Utilize video solution for creating and disseminating video tutorials for troubleshooting software & hardware issues when needed.
• Responsible for reporting on all KPI\xe2\x80\x99s and other reports as requested by Management in a timely manner.
• Acts as project administrator for Call Center projects from conception to implementation and performs continuing maintenance on these projects.
• Assists with the creation of troubleshooting procedure information for training purposes and FAQs on Call Center\xe2\x80\x99s Sharepoint page and ensures Special Instructions are updated accordingly for product specific situations.
• Updates and maintains Call Center intranet website, S/I in CCM, Moodle and evaluates department usage needs and ensures all procedures are up to date and accessible on our Sharepoint site.
• Acts as a liaison between external departments and/or companies by collaborating to identify and solve problems to improve the customer experience.
• Prepares and analyzes information; prepares reports, manuals, agendas and correspondence.
• Provides administrative support including arranging meetings and schedules. Types and creates correspondence, department meeting minutes, edits grammar, punctuation or spelling as required. Follows up on action items.
• Assists Supervisors with review and coordination of staffs time off requests to ensure optimal staffing levels.
• Responsible for understanding and the approval process for all payroll functions, including PTO.
• Supports Help and Escalation lines by providing assistance with phone coverage as needed.
• Researches and leads special projects as required.

• 2-4 years of previous administrative experience including project support responsibilities
• Previous experience working with software reporting and scheduling preferred
• Ability to understand organizational and departmental operations, procedures, and staff
• Must type a minimum of 35 wpm
• Strong interpersonal skills
• Excellent oral and written communication skills
• Proficiency in Microsoft Office
• Excellent business writing skills
• Ability to manage multiple projects and meet deadlines