What are the responsibilities and job description for the Admin Assistant position at eTeam, Inc.?
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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