IO Solutions call Center Site Adminstrator Full Time in Summerside, PE

IO Solutions call Center

Branch Summerside PE CA

Site Adminstrator
Summerside, PE

You will be responsible to coordinate and motivate all staff and may also assist with the management of staff recruitment….

Under the supervision of the VP Operation, The Administrator of the call center is responsible for the daily running and management of the center through the effective use of resources. You have the responsibility for meeting customer service targets as well as planning areas of improvement or development.

As Administrator you will be the liaison with businesses for which they provide the first response, as well as the third parties who supply products to the center. You will be responsible to coordinate and motivate all staff and may also assist with the management of staff recruitment.

Key Responsibilities

  • Managing the daily running’s of the call center
  • Setting and meeting performance targets set by the client. Complete reporting and recording of statistics, user rates and the performance levels of the center and preparing reports on a daily, weekly and monthly basis
  • Record Management Pay, supervisor bonuses, agent bonuses and incentive payouts to be sent for payroll
  • Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues
  • Work with supervisors to ensure action plans are being followed, complete audits on the work the supervisors, coaches and trainers complete. Review the performance of staff, identifying training needs and planning training sessions with the supervisor’s
  • Monitoring random calls to improve quality for supervisors, minimize errors and track operative performance; extract 3 calls per week for Fido and upload to the SFTP
  • Working with Planning on staffing, including shift patterns and the number of staff required to meet demand
  • Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes
  • Working closely with the Account Manager to ensure the client’s requirements are met and exceeded.
  • Create action plans for KPI’s when requested and provide to the account manager in a timely manner.
  • Update the WBR and partner updates and provide to the account manager in a timely manner.
  • Advise the account manager of anything the client should be made aware of either by call trends or Supervisor escalations.
  • Ensure the account manager is aware of all issues within the site to ensure no miscommunication with the client or senior management team.
  • Forecasting and analyzing data against the budget.
  • Plan and ensure that budget is available for ESAT activities and emergency funds for the site.
  • Always ensure there is activities in place to ensure employees are motivated and to impact the Key Performance Indicators.
  • Review ESAT activities and incentives and evaluate the return on investment for the site
  • Strong in using Problem Solving Techniques methodologies.
  • Experienced in prioritizing and managing multiple projects at the same time
  • Communicate professionally and effectively
  • Excellent written and verbal communication skills
  • Must be well organized and excellent time management skills

Job Type: Full-time

Required education:

  • Baccalauréat universitaire

Required experience:

  • Centre d’Appels: 10 years

or proceed with Standard Application Form.

Employment Type: Full Time
Location: Summerside, PE, CA
Posted on: 2017-04-01
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