Administrative Assistant - Call Center

Overview: Provides comprehensive administrative support to the account by coordinating with internal departments such as Customer Experience, Learning Services, Human Resources, and Workforce. Ensures timely resolution of administrative concerns and inquiries through accurate collection and communication of information between relevant units. Supports Operations Management in implementing account initiatives by addressing administrative requirements and ensuring accountability. Additionally, assists all associates within the account with their administrative needs to promote efficient operations and effective information flow.

* Coordinates with Operations Management to address the administrative needs and goals of the account.
* Provides comprehensive administrative support to ensure optimal performance and service levels, including monitoring metrics such as attendance and attrition.
* Updates and organizes program files, consolidates team reports, and generates account performance reports.
* Maintains and organizes internal reports for easy access.
* Manages the account’s communication and bulletin boards, posting updates such as incentive winners, exemplary performers, promotions, and new hires.
* Serves as the primary HR representative for the account, coordinating with HR departments (e.g., Compensation and Benefits, Employee Relations, Recruitment) on employee-related concerns, disputes, and hearings.
* Secures confidential records, transmits important documents, and submits HR-related inquiries, disputes, and grievances for prompt resolution.
* Provides updates and information on upcoming account events.
* Attends regular HR meetings to gather and disseminate important updates to the account.
* Collaborates with other Program Coordinators to share information and address common account concerns.
* Updates performance bonus data and templates by gathering information from the intranet to ensure real-time visibility of account and individual performance metrics.
* Assists Team Leaders in compiling team and individual performance metrics.
* Ensures the availability of office supplies and materials by monitoring inventory, forecasting needs, and processing requisitions.
* Supports floor operations and queue management by monitoring call volumes and coordinating with WFM and Command Center teams to improve productivity and service levels.
* Coordinates with Workforce personnel on schedule changes, attendance, attrition, and leave utilization, ensuring all related documentation and databases are updated.
* Assists in Customer Experience and Learning Services initiatives by coordinating with relevant departments to secure necessary resources such as equipment and room reservations.

Required skills + qualities (technical):

* Bachelor’s degree in any field
* At least one year (1) call center experience specializing in Admin Executive, Data Analyts and / or Marketing and Sales roles.
* Google Workspace (Docs, Sheets, Drive): For file sharing and collaboration.
* Basic Data Entry and Reporting: Ability to track and update attendance, metrics, and other records accurately.
* Email and Communication Tools: Comfortable using email and chat platforms for coordination.
* Workday or HR Systems (preferred): Basic familiarity with scheduling or HR tools is an advantage.
* File and Document Management: Able to organize and maintain digital and physical files.
* Internet and Intranet Navigation: Capable of updating internal pages or bulletin boards as needed.

Required skills + qualities (technical):

* Communication: Able to convey information clearly and professionally in writing and speech.
* Organization: Manages multiple tasks, files, and deadlines efficiently.
* Attention to Detail: Ensures accuracy in reports, documentation, and data entry.
* Teamwork: Works well with colleagues and supports different departments effectively.
* Problem-Solving: Handles issues or inquiries calmly and finds practical solutions.
* Time Management: Prioritizes tasks and meets deadlines in a fast-paced environment.
* Adaptability: Adjusts quickly to changing processes, priorities, or account needs.
* Confidentiality: Maintains discretion when handling sensitive employee or account information.
* Customer Service Orientation: Provides professional and helpful support to internal teams and associates.
* Proactive Attitude: Takes initiative in identifying and addressing administrative needs.