Role Summary

The Contact Centre Administrator provides essential operational and administrative support to the Contact Centre, enabling efficient daily operations and improved customer service delivery. This role is responsible for coordinating outbound customer satisfaction surveys, workforce planning support, reporting, and effective tracking of support cases.

The position plays a key role in helping the Contact Centre meet service level targets, improve agent productivity, and ensure timely resolution of customer and internal support queries.

Key Responsibilities

Administrative & Operational Support

• Conduct daily outbound customer satisfaction survey calls.

• Perform daily follow-ups and updates on open customer and internal support cases.

• Prepare and distribute daily reports on outbound customer survey outcomes.

• Prepare and maintain agent rosters, schedules, and break planning to ensure adequate coverage.

• Execute ad-hoc outbound call campaigns as required.

• Manage Contact Centre devices, demo units, and support equipment, including check-in and check-out processes.

• Ensure demo devices are charged, functional, and stocked with required supplies.

• Ensure SLA display screens are operational and accessible to Team Leaders.

• Maintain cleanliness and order within the Contact Centre environment.

Reporting & Data Management

• Coordinate, compile, and distribute weekly and monthly Contact Centre performance and support reports.

• Track trends, including repeat vendor issues over rolling periods.

• Monitor outstanding cases and provide insights to management and stakeholders.

• Ensure data accuracy, completeness, and consistency across all reports.

• Assist with preparing report presentations for support teams and management.

Support Case Management

• Track, report on, and follow up on open support cases and tickets.

• Liaise with agents, Team Leaders, vendors, and internal departments to ensure timely resolution.

• Escalate overdue or high-priority cases when required.

Process, Compliance & Coordination

• Ensure administrative processes and procedures are followed consistently.

• Maintain accurate records, documentation, and audit trails.

• Support continuous improvement initiatives within the Contact Centre.

• Prepare and review Contact Centre induction and onboarding presentations.

• Coordinate meetings, including scheduling, minute-taking, and distribution of action items.

• Follow up on Contact Centre project action items to ensure progress and completion.

• Coordinate team events, scheduling, and submission of plans to Team Leaders for approval.

• Support office management with demo days, product launches, meetings, and social events.

• Monitor learners, training attendance, and progress.

Minimum Requirements

• Matric (Grade 12).

• Minimum of 12 months’ administrative experience (preferably within a Contact Centre environment).

• Contact Centre experience will be advantageous.

• Strong coordination and reporting experience.

Technical Competencies

• Computer literate with strong proficiency in the MS Office Suite (Excel essential).

• Experience with Contact Centre systems and ticketing platforms (e.g. Freshdesk) advantageous.

• Strong data capturing, reporting, and analytical skills.

Behavioural Competencies

• Strong organisational, planning, and time management skills.

• High attention to detail and accuracy.

• Excellent verbal and written communication skills.

• Ability to work effectively with multiple stakeholders.

• Able to perform well under pressure and manage competing priorities.

• Proactive, reliable, and results-driven.

• Professional and dependable demeanour.

• Strong adherence to processes, procedures, and deadlines.