Call Centre Administrator (Offshore BPO)

About The Role

To support the operations in achieving the set input and output standards. Accountable for Operations administration through quality monitoring and compilation of reports to achieve high performance and growth

NB: This is a night shift role.

Minimum Requirements (Qualifications And Experience)

• Grade 12.
• Bachelors degree in business administration/finance/Procurement or any other equivalent qualification.
• Advance in Office and MS Outlook.
• 3 - 5 years experience as an Administrator in Finance/Procurement etc.
• Prior work experience in the International BPO Contact Centre is advantageous.
• Understanding of basic financial and procurement concepts.
• Deadline and Output driven.

Key Responsibilities

Payroll and Incentives

• To collate all book and ad hoc incentives, ensuring correct employee detail and sign off for payroll. Check exclusions discipline and attendance.
• Purchase branch appliances for quarterly drives.
• Purchase vouchers for quarterly drives.
• Ensure vouchers and appliances are signed off for auditing purposes.
• To capture the Overtime hours worked by each staff member, to ensure all data is accurate before submitting to payroll for mid-month payments.
• To Capture Night shift and travel allowance for all days worked by each staff member accurately for payroll input.
• To collate report with hours worked for public holiday and overtime, check info and late coming sign off for payroll.
• To assist in resolving payroll, incentive, Overtime queries and benefits where applicable.

Invoicing

• Prepare invoices for submission to finance.
• To process and capture all invoices including rentals, utilities, all facilities and all branch logistics and other major suppliers via Fraxion Spend Management.
• To order stock of refreshments, cleaning, and stationery items for branch and Training Centre weekly.
• Balancing and submission of corporate card expenditure and receipting.

Headcount

• To ensure budgets and actuals are correct this must be verified with portfolio managers.
• Compile attendance reports for staff and management, update sick leave, annual leave, study leave, family responsibility leaves.
• To collate absenteeism for the branch, update feedback from each portfolio regarding staff absenteeism and the process being followed via AIP.

Reporting

• Analyse and report on performance and strategy implementation in a clear and concise manner to various stakeholders.
• Prepare month on month trends on billable hours for Executive Reporting.
• Ensure accuracy in all reporting submitted to internal and external stakeholders.

Stakeholder Engagement

• Liaise with external clients to discuss monthly billable hours.
• Liaise with internal clients to discuss monthly billable hours.

Behavioral Competencies Required

• Presenting and Communication Information.
• Working with People.
• Adhering to principle and values.
• Coping with pressure and setbacks.
• Relating and Networking.
• Delivering Results and Meeting Customer Expectation Adapting and Responding to change.

Technical Competencies Required

• Proven ability to compile and manage data attention to detail, data integrity management.
• Report writing using various MS Office applications (i.e. MS Excel, MS Word, and MS PowerPoint).
• Good Negotiation Skills.
• Attention to Detail.
• Analytical Thinking.
• Problem Solver.