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.
Minor International
A luxury hospitality brand for modern travellers, Anantara connects guests to genuine places, people and stories through personal experiences and providing heartfelt hospitality in the world’s most exciting destinations
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