Telemarketing Administrator

Position Overview

The Telemarketing Administrator is responsible for supporting the Telemarketing team by performing all general and administration functions. Daily tasks will include lead management and report management.

Key Responsibilities

• Oversee daily operations of the call center, ensuring compliance with company policies and procedures.
• Coordinate and manage staff schedules to ensure adequate coverage and optimal service levels.
• Monitor call center metrics and performance indicators, identifying areas for improvement.
• Maintain and troubleshoot call center technology, including phone systems and software.
• Coordinate with IT and other departments to resolve technical issues promptly.
• Implement and update call center software and tools as needed.
• Prepare regular reports on call center performance, including call volume, response times, and customer satisfaction.
• Analyze data to identify trends and recommend strategies for improving call center efficiency and effectiveness.

Collaborate with management to develop and implement new initiatives and policies

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Requirements

Key Performance Indicators:

Performance reviews will be conducted on a monthly, quarterly and annual basis and may require coaching programs to enhance skills and overall productivity. This position will be measured against the following criteria:

• On-time delivery and accuracy of operational and performance reports. Accurate and timely reporting supports decision-making and strategy development.
• Complete all designated tasks, within allocated time frames.
• Establish and maintain effective working relationships, internal stakeholders and corporate suppliers.
• Treat all team members and external contacts courteously and respectfully to assist in maintaining a positive company image both within the company and in the public domain.