Administrative Clerk in Newark, NJ

Hybrid-WFR/Newark

Contact Center Scheduler supporting the collections contact center

Notes:-

• Detail oriented.
• Shows up on time, 40 hours per week
• Excel, Access, some minor reporting
• Customer service savvy
• Data Entry
• Bachelors degree is nice, but not required.
• 3+ years of experience
• Professional leadership ability
• Organized
• The team utilizes the software program, NICE. Experience with this program is not required, but helpful.
• Spanish speaking would be ideal (for 2 of the openings) 

Responsibilities:

• 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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