Administrative Clerk - Integrated Resources, Inc
Newark, NJ 07102
About the Job
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
" 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
Source : Integrated Resources, Inc
