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Administrative Clerk

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Integrated Resources, Inc

2024-11-05 18:44:35

Job location Newark, New Jersey, United States

Job type: fulltime

Job industry: Administration

Job description

Responsibilities: Contact Center Quality Team Support Administrative Clerk

" Work on data collection projects, which may include continuous improvement assignments, data extraction, and compiling, monitoring, evaluating and reporting performance metrics supporting customer service targets.

" Assist with daily, weekly and monthly After Call Survey and Call Monitoring reporting

" Help maintain call Quality process that includes gathering data; produce various reports and performance measures to improve overall Customer Experience.

" Leverage NICE system reporting and call recording tools to optimize call center operations, employee performance and quality.

Requirements:

" 1-2 years professional work experience

" Analytical aptitude; Call Center experience preferred.

" Well-organized and strong communication skills

" Proficient in Microsoft Word, Excel and Outlook

" High School Graduate (College education preferred)

Experience Levels:

" Intermediate: Typically has up to approximately 4 years of experience performing this specific job function and requires some managerial oversight/direction.

" Advanced: Full knowledge of related concepts. Typically has at least 4 years of experience performing this specific job function and requires minimal managerial oversight/direction.

" Expert: Full knowledge of the function. Demonstrated ability to apply concepts to the functional area and see big picture impact of actions. Typically has approximately 7+ years of experience performing this specific job function and requires very limited managerial oversight/direction

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