System Administrator - Call Center

About Ruby Exhibitions

Ruby Exhibition, a dedicated & highly professional team is working in event management, system development & startups since 2017. Following our vision and mission to stay and work in Afghanistan demand us to come up with new and practical idea which will further enable youth in Afghanistan finding job and shaping their career pathways.

Thus, our current business activity is the call center or contact center. A Call Centre is a centralized desk that handles inbound and outbound calls for other companies based on BPO (Business Process Outsourcing). Purpose of the call center is to perform tele-marketing, get complaints, and provide customer support through telephony & VoIP for other companies in Afghanistan.

Job Summary

A Call Center system administrator responsible to develop a call center system and oversees the call center staff that makes inbound and outbound calls to our partner organizations daily workload to ensure required service volume and quality levels are attained. This role will train and coach staff in standard policies, procedures, communication, coordination, reporting and best practices.

Duties & Responsibilities

System Administration & Management

• As a call center system administrator, your job may involve development of a comprehensive system and setting up extensions and voice mail, training users on how to access and use the system's features, operating the switchboard, and programming the system.
• You will be working in VICIdial setup, configuration & administration.  
• You will be working in setting up & administering Soft Phone x-Lite or WebRTC (call from browser).
• Working on configuring & administering SIP or IAX VoIP carriers.
• Monitoring screen and answering machine detection & call back.
• Call center administrator will also monitor usage, update equipment, and manage repairs. If users have problems, you may be the one to provide assistance. When repairs or updates are made, you'll keep records and document the completed work.
• Managing, supervising, and coordinating the activities of call center agents in providing telephone customer related services.
• Planning and supervising changes and managing the daily operations of call center.
• Monitoring random inbound calls to improve the quality, minimizing errors and tracking operative performance of different organizations.
• Setting up and meeting performance goals and targets for speed, sales, efficiency, and quality.
• Provide a seamless on-boarding experience from New Hire Orientation into your department, including a structured on-boarding and training plan. Regularly monitor your team’s training needs to coordinate and deliver timely training.
• Oversee and manage Call Center team by orienting, training, coaching, and monitoring team progress; communicating job expectations to employees, reviewing job performance and productivity.
• Interact with staff (call center agents) in a fast-paced environment, sometimes under pressure, remaining flexible, proactive, resourceful, and efficient.

Leadership

• Develop and implement efficient systems, properly written forms, clear policies, effective processes, and outline procedures to ensure an excellent service.
• Perceiving global telecom industry and keeping yourself updated on applications and call center systems align SoPs accordingly.
• Developing SoPs and policy manuals in collaboration with internal experts for call center operations.  
• Observe, document, and report all occurrences of call center agents when there is non-compliance with company policy, process, or following appropriate chain of command.

Job Requirements

Qualifications:

• Bachelor of telecommunication or BCS.
• Certification in CCNP or MCSE will be preferred.
• Familiarity with OpenPhone, Webex Calling, & Net2Phone.
• Familiarity with CallHippo will be an asset.
• 3 to 5 years’ experience in system administration preferably in call center.  

Organizational Skills

• written and verbal communication skills
• Proven critical thinking, decision making, and time management skills
• Proficient use of system development and administration
• Excellent organizational and analytical skills

Submission Guideline

To apply for this position, please submit your CV and Cover letter, with the vacancy number and position title RE-24-049, Application for Tour Guide & Interpreter in the subject line, by email to larawaynaqeebullah@gmail.com.

The deadline for submission is the close of business on 10-Mar-2024, applications received after the closing date and without a subject line will not be given consideration so, please make sure you put the vacancy number and title on the subject of your email, or your application will be disregarded by the system.

Please note that only shortlisted candidates whose application responds to the above criteria will be contacted for the written test/interview.

Functional Area

Telecommunication

Countries

Afghanistan

Provinces

Kabul

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