Contact Centre Administrator at Lesaka Technologies

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.