Details: Stefanini Group is hiring!Stefanini is looking for an Administrative Assistant in Newark, NJ (Hybrid)For quick apply, please reach out to Krisha LagoCall: 248 ### ####/ Email: ...@stefanini.com Hybrid schedule: Monday - Friday 8am-430pm. Rotate in Newark's General Office 2x/week Customer Contact Analytics Associate is a MAST supporting role to either the Quality Team or the Workforce management team. They assist with daily reporting, administrative duties and handled specific tasks within high profile processes such as After Call Survey, Gas Emergency Analysis, Call Center scheduling, forecasting and CSR extension assignment and maintenance.
- Work on analytical collection projects which may include continuous improvement assignments; data extraction; technical/financial review and analysis; compiling, monitoring, evaluating and analyzing performance metrics toward achievement of scorecard targets.
- Assist with daily, weekly and monthly forecasting, maintain workforce management process which includes analyzing data, tracking forecast accuracy, produce and analyze various reports and performance measures to improve overall call center productivity.
- Leverage new NICE system workforce management and call recording tools to optimize call center operations, employee performance and quality.
- Develop CSR work schedules including integrating training, meetings and developmental off-line time.
Job Requirements Details:
- Bachelor's Degree or in lieu of a degree, a minimum of 3 years of professional customer contact or analytics experience
- Proficient in Microsoft Word, Excel, and Outlook
- Demonstrated organizational and communication skills (written and verbal)
- Demonstrated analytical skills and experience
- Demonstrated experience in collaborating and coordinating with others.
Desired:
- Ability to lead a process or small project team.
- Experience with a call center environment.
- Lean Six Sigma training.
- QA/QC Experience
- SAP/CRM Experience
Listed salary ranges may vary based on experience, qualifications, and local market. Also, some positions may include bonuses or other incentives. Stefanini takes pride in hiring top talent and developing relationships with our future employees. Our talent acquisition teams will never make an offer of employment without having a phone conversation with you. Those face-to-face conversations will involve a description of the job for which you have applied. We also speak with you about the process including interviews and job offers. About Stefanini Group The Stefanini Group is a global provider of offshore, onshore, and nearshore outsourcing, IT digital consulting, systems integration, application, and strategic staffing services to Fortune 1000 enterprises around the world. Our presence is in countries like the Americas, Europe, Africa, and Asia, and more than four hundred clients across a broad spectrum of markets, including financial services, manufacturing, telecommunications, chemical services, technology, public sector, and utilities. Stefanini is a CMM level 5, IT consulting company with a global presence. We are a CMM Level 5 company. Pay Range: $ 17.55 - $ 17.55