Administrative Clerk

Job Title: Administrative Clerk
Location: Newark, NJ 07101
Duration: 3+ Months (Possible extension)

Pay Rate: $20.68/hr. on W2

Department: MAST (Supporting Quality or Workforce Management Teams)
Reports To: Team Manager or Supervisor (No direct reports)
Location: Not specified
Duration/Type: Not specified
 
Job Summary:
The Customer Contact Analytics Associate provides administrative and analytical support to the Quality or Workforce Management teams. This includes daily reporting, tracking performance metrics, forecasting, scheduling, and data-driven support for high-profile call center processes like After Call Surveys, Gas Emergency Analysis, and CSR assignments.
 
Core Responsibilities:

• Collect and analyze customer contact data for performance and quality improvement
• Support forecasting and scheduling for call centers (daily, weekly, monthly)
• Utilize NICE system tools for call recording and workforce management
• Develop and maintain CSR schedules, integrating training and other off-phone activities
• Monitor and improve forecast accuracy and productivity metrics
• Create and deliver performance and trend reports
• Collaborate with various departments to implement process improvements

 
Required Qualifications:

• Bachelor’s Degree, OR 3+ years of professional customer contact or analytics experience
• Strong skills in Microsoft Word, Excel, and Outlook
• Solid analytical and organizational abilities
• Clear, professional written and verbal communication
• Experience working cross-functionally

 
Preferred Qualifications:

• Experience in a call center environment
• Knowledge of SAP/CRM systems
• Familiarity with Lean Six Sigma practices
• Experience in QA/QC processes
• Prior experience with Workforce Management tools
• Leadership of small projects or process initiatives

 
Minimum Experience Required:

• 2–3 years of relevant experience