NiCE Business Administrator

Trinity Solar • Wall Township, NJ

5d

About The Position

The NICE Business Administrator at Trinity Solar plays a critical role in supporting the operational effectiveness and quality assurance of our customer-facing phone agents. This position is responsible for tracking agent performance, monitoring service levels, identifying call trends, and providing administrative and technical support to ensure high standards of customer experience and agent compliance. The ideal candidate is highly detail-oriented, analytically minded, and comfortable working with various contact center platforms and tools that integrate with our phone system.

Requirements

• Excellent Communication Skills: Strong written and verbal communication skills, able to provide constructive feedback in a clear and supportive manner.
• NiCE experience is a must
• Detail-Oriented: Ability to analyze large sets of data and identify trends, patterns, and key areas for improvement.
• Organizational Skills: Exceptional time management and organizational skills, with an ability to meet quotas and deadlines effectively.
• Service-Oriented Mindset: A strong desire to contribute to both customer experience improvements and agent development.
• Analytical Expertise: Skilled in reviewing call data, performance metrics, and customer records to drive informed decisions and continuous improvements.
• Technical Skills: Familiarity with QA systems, CRM platforms, and contact center technologies.

Nice To Haves

• a college degree is preferred
• Experience in a contact center or customer service environment is preferred, with hands-on experience in quality assurance or a related field.

Responsibilities

• Track agent engagement across platforms such as NICE and Balto.
• Monitors service levels, dropped calls, and call behaviors (transfer rates, hold times, & disconnects)
• Troubleshoots and/or escalates technical concerns or anomalies as needed.
• Submit and track tickets for application and technical support.
• Maintain agent tagging and administrative configuration within Balto.
• Participate in QA user testing and support the rollout of new features and tools.
• Delivers training support for NICE and Balto.
• Supports audits, reporting, and tech optimization efforts
• Conduct regular Caller ID accuracy checks

What This Job Offers

• Career Level: Mid Level
• Education Level: High school or GED