Position Overview

As a Call Centre Administrator, you will play a crucial role in ensuring the smooth and efficient operation of the call centre. You will be responsible for various administrative tasks, supporting call centre agents, and maintaining accurate records to enhance customer service and optimize call centre performance.

Responsibilities

• Manage incoming and outgoing calls, ensuring a professional and courteous customer experience.

• Monitor call queues, agent availability, and call distribution to maintain optimal service levels.

• Provide administrative support, including data entry, document management, and reporting.

• Maintain accurate customer records and update information as required.

• Generate reports and analyze call centre metrics to identify trends and areas for improvement.

• Coordinate and schedule training sessions and meetings for call centre staff.

• Assist with call centre software and technology troubleshooting.

• Collaborate with team members and other departments to resolve customer inquiries and issues.

  
  

Knowledge, Skills & Attributes

• Excellent communication and interpersonal skills to interact with customers and call centre staff.

• Strong organizational and multitasking abilities to handle multiple tasks in a fast-paced environment.

• Proficiency in using call centre software and computer applications.

• Familiarity with call centre operations and metrics (e.g., average handling time, first call resolution).

• Attention to detail and accuracy in data entry and record management.

• Ability to remain calm and composed under pressure and handle difficult customer interactions.

• Problem-solving skills to address customer concerns and find appropriate solutions.

• Ability to work independently and as part of a team.

  
  

Qualifications

• School diploma or equivalent (some positions may require post-secondary education).

• Proven experience in call centre administration or a similar role is preferred.

• Familiarity with call centre software and computer applications.

• Excellent verbal and written communication skills.

• Strong organizational and time management skills.

• Proficiency in data entry and record management.

• Customer service-oriented mindset.

• Ability to adapt to changing priorities and work in a fast-paced environment.

Benefits

• Competitive salary based on qualifications and experience.

• Paid time off and vacation days.

• Friendly and collaborative work environment.

How to Apply

To apply for the position, please submit your updated resume, along with a cover letter outlining your relevant experience and why you believe you would be a great fit for this role.

Email us at careers@thinksuccesscareers.org

• Include the role's title in your subject line.

• Include details that best showcase the relevant things you've done and achieved.