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Responsible for providing secretarial / administrative support at departmental or divisional level

Roles and Responsibilities:

1)  Administration/ Data Analytics:

▪  Prepares and submits all required MIS reports to management and businessanalytics team, detailing achievement of DM KPIs by Campaign, Partner andChannel (Sponsored Marketing, Broad Marketing, Hybrid and other channelsadopted) on a monthly basis.▪  Provide quality, efficient and effective administrative supports to the CallCenter, including but not limited to :1.  Workstation set up and maintenance for Call Center2.  Database/Leads transfer and Upload3.  Sales files upload and transfers4.  Center  Premise  management  and  maintenance  of  a  desirableworkplace.5.  TSR/SVR remuneration and incentive calculation6.  Track and administer HR Staff benefits and records including sign in &out, overtime, expense claims, and other staff costs.Develop and prepare daily, weekly, monthly and annual telemarketing reportsjointly with the Supervisors, ensuring relentless monitoring of all Call CenterKPIs for individual TSRs, SVRs and Teams, delivered within agreed SLAs.▪  Track and prepare the Variable Expense (VE) reports on a daily,  weekly,monthly and annual basis, ensuring all campaigns costs incurred are withinbudget and Allowable VE allocated.

2)   Sales Events and Recognition Coordination:

Work with Channel Head and stakeholders to plan and execute :Annual Plan to consistently reward employees for performancePeople Focused  PoliciesConsistent recognition and encouragement by managementMotivational TacticsTactical IncentivesPerformance management planPlan and launch all sales internal events including but not limited to monthly recognition awards, quarterly awards, kick off meetings, annual awards dinner.

3)   Assistance on Campaign Set Up and System Set Ups and Enhancement

Ensure quality operation, development and administration of specified IT applications and databases within the Call CenterManage implementations of new campaigns and projects to meet service levelsBe the interface with the technical/IT teams of various internal and external stakeholders including Call Center IT infrastructure and PC Desktop set-up operation and maintenanceProcurement, management & maintenance of desktops, phone systems, ACD, recording systems and other equipment required in the Call CenterProvide technical guidance and operational support to Call Center team members.Work with colleagues from other departments and partners to develop the most effective workflows and administration procedures for an efficient call center operation

Minimum Job Requirements:

▪  University graduate or Certificate holder with 2 years working experience▪  Hands on experience in call center administration or operation managementpreferred▪  Experience in doing workforce and performance reports▪  Experience working with event management or sales team preferred▪  Proactive, problem solver and driven to succeed in a fast moving environment▪  Analytical mind focused on metrics and an understanding of key success factors of Direct Marketing and Telemarketing campaigns.▪  Need to have good relationship management, interpersonal and influencing skills with ability to communicate effectively with people at all levels▪  Good verbal and written communication skills and the personal confidence to hold  his/her  own  in  reasoned  argument  and  operate  in  a  high-energy environment.▪  Strong presentation, communication and influencing skills▪  Excellent analytical and problem solving skills▪  Advanced computer skills including Word, Excel & PowerPoint

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