Contact Center Administrator

💥 Competitive salary policy.

💟 Unique work environment, excellent work climate surrounded by great professionals.

📈 Development opportunities, career plans so that we can grow together.

📚 Continuous training: we invest in and promote your talent. Special attention to improving your language level.

📄 Permanent contract, full-time from February to October and part-time from November to January.

🕘 Rotating shifts from Monday to Sunday with 2 days off.

📊Are you passionate about the Contact Center world but your strength lies in data, organization, and making processes run like clockwork?

🔔We are offering an Administrative position for our Contact Center located at the Central Services office of Fuerte Group in Marbella. You will support the Contact Center Management and Supervision with administrative tasks, daily follow-up and organization of the department, collaborating in data analysis, report preparation, process control and customer service during peak activity periods.

• Support data analysis by collecting and updating Contact Center activity data.
• Prepare periodic statistics and reports on calls, service levels, productivity, and commercial results.
• Collaborate in the updating of dashboards and monitoring files.
• Identify possible deviations and report them to Management or Supervision for assessment.
• Collaborate in updating the team's shifts and schedules.
• Keep information regarding vacations, permits, and absences up to date.
• Support the organization of resources during special campaigns and periods of higher demand.
• Perform call listening and evaluations following established criteria.
• Record monitoring results and keep the corresponding documentation up to date.
• Collaborate in monitoring quality standards and service procedures.
• Report detected aspects that require follow-up to Supervision.
• Collaborate in the registration and monitoring of customer complaints.
• Collect and organize the information necessary for their management.
• Review the status of pending cases and keep records up to date.
• Support the preparation of reports on incidents and recurring reasons.
• Prepare and update activity and monitoring reports.
• Prepare documentation for meetings and periodic reviews.
• Collaborate in the updating of procedures and internal documentation.
• Perform database uploads for the management of telesales or BackOffice campaigns.
• Keep the registry of licenses for the applications used by the team up to date.
• Maintain control of active, available, and pending assignment licenses.
• Collect needs for new registrations, cancellations, or modifications to pass them on to the corresponding managers.
• Support the team in case of incidents with work equipment.
• Handle incoming calls when the workload requires it.
• Collaborate in customer service during special commercial campaigns, such as Black Friday, and other high-demand periods.
• Provide support in other operational tasks of the department when necessary.

You are ideal for this position if you have...