Job Description

Responsibilities

• Provide administrative, project, and operational support to the Assistant Director and management team, including calendar coordination, document preparation, and meeting support
• Support daily operations of a high-volume call center and reception area, including coordinating schedules ,managing workflows, and assisting with front-line administrative needs as required
• Prepare and maintain project documentation such as task lists, workflows, timelines, and deliverables related to call center operations, reception processes, and departmental initiatives
• Collaborate with internal teams to develop clear communications and materials for both internal staff and external members, particularly related to enrollment, scheduling, and service processes
• Assist with monitoring call center and reception workflows to identify bottlenecks, service gaps, and opportunities for improvement
• Conduct research on internal policies, procedures, and documentation; summarize findings for leadership and assist in establishing standards and best practices
• Collaborate with staff to organize, develop, and maintain comprehensive standard operating procedures (SOPs) and internal documentation for call center and reception functions
• Track project milestones, document changes, and flag risks or issues related to service delivery, staffing, or communications
• Assist in preparing reports and summaries related to service volume, response times, and operational outcomes for internal and external stakeholders
• Perform additional administrative, project-based, and operational duties as assigned by management

Qualifications
• Bachelor’s degree in communications, English or other relevant fields, or equivalent years of work experience required
• Minimum four (4) years’ experience in administrative support, project coordination, operations, or customer service required, preferably in a high-volume call center or front-desk environment
• Demonstrated ability to support fast-paced operations while managing multiple priorities and
• deadlines
• Strong organizational and documentation skills, including experience creating workflows, SOPs, and
• tracking deliverables
• Excellent written and verbal communication skills, with the ability to interact professionally with
• staff, members, and external stakeholders
• Proficiency with Microsoft Office (Outlook, Word, Excel, Teams) and comfort using databases or
• CRM systems (Salesforce or similar preferred)
• Attention to detail and ability to manage sensitive information with discretion
• Strong problem-solving skills and ability to adapt to changing operational needs
• Ability to work collaboratively across teams and support both administrative and front-line
• operational functions
• Ability to work flexible hours, including some evenings and weekends