Contact Center Operations Specialist

Job Overview This Contact Center Operations Specialist is responsible for supporting contact center operations, including technologies and analytics, by working with leaders and team members as well as vendor partners to identify and improve the performance of the contact center. This position will also partner with various business units across the organization to help drive the objectives of the Customer Engagement team. 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. Perform duties consistent with the Company’s AAP/EEO goals and policies. Perform other duties as required/assigned by manager. Knowledge, Skills and Abilities Required Bachelor’s degree in related field or equivalent work experience. 3-5 years of contact center systems experience required. Advanced Salesforce experience required. 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. #LI-KD EEO Statement Wolverine Worldwide, Inc. is committed to creating a company that is as diverse as our consumers. We value the differences in one another and believe our differences make us stronger. Our diverse and inclusive corporate culture starts with the recruitment process. We are committed to being an equal opportunity employer. We aim to create equal opportunities for our associates, customers, and suppliers regardless of race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or any other legally protected characteristic. #J-18808-Ljbffr