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Operations Administrator

2 months ago

Blackpool, Blackpool, United Kingdom Federation of Small Businesses (FSB) Full time
About the Role

We are seeking a highly organized and detail-oriented Operations Administrator to join our team at the Federation of Small Businesses (FSB). As an Operations Administrator, you will play a critical role in supporting the Operations Manager in providing efficient, effective, and flexible support to the Contact Centre.

Key Responsibilities
  • Resource Planning & Management:
    • Administer agent shifts and working times in the WFM system
    • Analyze and monitor contact centre interaction volumes
    • Schedule agent shifts, breaks, and lunches in line with agreed rotas
    • Plan activities in shift schedules
    • Conduct resource analysis regularly or at the request of the Contact Centre Manager/Contact Centre Team Managers
    • Administer holiday, absence, and shift swap requests for all advisers and management
  • Contact Centre System Admin:
    • Utilize systems to comply with internal and external standards, including data protection, compliance, and OFCOM regulations
    • Assist the Operations Manager in maintaining Contact Centre infrastructure, ensuring systems are fully operational for advisers and management
    • Ensure call recording, dialling, IVR/inbound call delivery software are operational and configured correctly
    • Proactively recommend improvements for the Contact Centre to continuously improve the operation of the department
    • Assist with the planning and documentation of Contact Centre contingency and compliance
    • Assist with the creation and maintenance of mapping all key Contact Centre processes
    • Assist the Operations Manager to manage change projects within the Contact Centre and where applicable, manage smaller change projects within the Contact Centre
  • CRM Admin:
    • Complete CRM administration tasks in our current and future Salesforce systems, maintaining a high level of accuracy
    • Perform basic analysis of CRM data to provide performance results and recommendations for improvement
    • Provide administrative support to FSB Members, the Contact Centre, and FSB Field Sales within agreed SLAs and quality standards
    • Support the Operations Manager with ad hoc administrative tasks to meet business demands
    • Learn and support the development of Salesforce within FSB as the organization grows in its usage
  • Adviser Technical Support:
    • Have a full working knowledge of FSB partners who provide services on our behalf and ensure all updates and changes are understood
    • Be able to work with all systems required in the Contact Centre
    • Troubleshoot system issues and provide technical support to Contact Centre agents and managers, liaising with internal and external support parties when necessary
    • Support other teams and departments within the FSB in line with business priorities where required
    • Support the distribution and maintenance of MI and agent performance reports
Requirements
  • Educated to GCSE level
  • Working with a variety of systems and therefore technically minded and eager to learn
What We Offer
  • 26 days holidays per year plus bank holidays with the option to buy 3 days with your Annual Flex Pot
  • Annual Flex Pot to spend on benefits including additional pension, additional holidays, additional critical illness cover, additional life cover, cycle to work scheme, and discounted gym membership
  • Health cash plan
  • Critical illness and income protection insurance
  • Enhanced Maternity and Paternity Pay
  • Access to an employee assistance programme and mental health first aiders
  • Group Personal Pension (GPP)