Contact Center Operations Specialist

Primary Duties

• Participate in system implementation projects including but not limited to requirements documentation, systems configuration, test documentation and execution, issue identification and resolution.
• Partner with leadership to identify contact center operational efficiencies and improvements with a focus on customer centricity.
• Partner with Product Owners on development and enhancements of contact center technologies.
• Administer, support, troubleshoot and train contact center technologies including but not limited to customer relationship management, telephony, order management system, workforce management and reporting tools.
• Utilize appropriate methodologies for collecting, analyzing, and presenting data and information by making use of reporting tools.
• Produce and maintain reports to show contact center performance.
• Responsible for ad hoc reporting as requested by leadership.
• Automate reporting from contact center tools where possible.
• Interact with vendors to ensure business technologies are operating at optimal performance. Research and provide in depth analysis of new potential vendors to improve operations.
• Partner with the business to deliver relevant customer insights obtained by the contact center.

Knowledge, Skills and Abilities Required

• Bachelor’s degree in related field or equivalent work experience.
• Contact center systems experience.
• Salesforce experience.
• Advanced Microsoft Excel skills required.
• Ability to interpret data in a customer centric manner.
• Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.
• Strong critical thinking, problem solving and follow through skills.
• Maintain a positive and professional relationship with internal and external business partners.
• Strong verbal and written communication skills.
• Strong presentation skills.

Working Conditions

Normal office environment.

Wolverine Worldwide has a flexible, hybrid work schedule, with three days in office and two days remote.