NiCE Business Administrator

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NiCE Business Administrator Job Description 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.

Duties/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

Required Skills/Abilities:

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.

Education and Experience:

Education:

High School diploma or equivalent required; a college degree is preferred.

Experience:

Experience in a contact center or customer service environment is preferred, with hands-on experience in quality assurance or a related field. Benefits Why Join Us? At Trinity Solar, you're not just starting a job--you're building a career path to success. We're proud to be part of one of the fastest-growing industries in the country, and we want you to grow with us. Here, you'll find a team that values your contribution, supports your development, and celebrates your success. When you join Trinity Solar, you'll enjoy: Competitive pay with opportunities to grow, Comprehensive healthcare coverage: Medical, Dental & Vision, Life insurance and employee assistance programs for peace of mind, Paid training to set you up for success, A generous paid time off (PTO) program to recharge and enjoy life outside of work (varies by role), Forty (40) hours of sick time annually, 401(k) with company match to invest in your future, Work-life balance that puts your well-being first. Join Trinity Solar and be part of a company where your career, your growth, and your impact truly matter. Apply now

Location:

Wall, NJ Company:

Trinity Solar Status:

Full-time Job Type:

Office Administration Salary Range:

$20/hr Apply now Share this opportunity Not finding what you're looking for? Sign up for new job alerts and other company news by joining the

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