Contact Center Operations Specialist

Contact Center Operations Specialist – responsible for supporting contact center operations, including technologies and analytics, working with leaders, team members, and vendor partners to identify and improve performance. Primary Duties Participate in system implementation projects, including 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 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. Flexible, hybrid work schedule with three days in office and two days remote. The above statements describe the general nature and level of work and are not an exhaustive list of all responsibilities, duties, skills, and requirements. 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 Wolverine Worldwide