Operations Administrator
4 weeks ago
We are seeking an experienced Operations Administrator to join our team at the Federation of Small Businesses (FSB). As an Operations Administrator, you will play a crucial role in supporting the Operations Manager in providing efficient, effective, and flexible support to the Contact Centre.
Key Responsibilities:- Administration of Agent shifts & working times in WFM system
- Analysis and monitoring of Contact Centre interaction volumes
- Scheduling agent shifts, breaks and lunches in line with agreed rotas
- Planning of activities in shift schedules
- Resource analysis regularly or at the request of the Contact Centre Manager/Contact Centre Team Managers
- Holiday, absence & shift swap administration of all advisers and management
- Utilise systems to comply with internal and external standards, including data protection, compliance, & OFCOM regulations
- Assist the Operations Manager in maintaining Contact Centre infrastructure, helping ensure systems are fully operational for advisers and management
- Ensuring 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
- Complete CRM Administration tasks in our current and future Salesforce systems, maintaining a high level of accuracy
- 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
- Have a full working knowledge of FSB partners who provide services on our behalf & 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
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)
About Us:
The Federation of Small Businesses (FSB) is the leading voice of 5.5 million small businesses and the self-employed across the UK. We provide our members with all the tools they need to succeed in business, including market-leading benefits, local support, financial expertise, networking events and more.
We are an equal opportunities employer and welcome applications from all qualified candidates. If you are successful and shortlisted for interview, you will be contacted by email.
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