Contact Center Operations Specialist

Wolverine Worldwide

Rockford, UAE

Full Time

Entry

Hybrid

3 weeks ago

SalesforceMicrosoft ExcelContact Center SystemsAnalytical SkillsCommunicationPresentation Skills

Free

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Key skills for this role

SalesforceMicrosoft ExcelContact Center Systems

Wolverine World Wide, Inc. is one of the world’s leading designers, marketers, and licensors of footwear and apparel, with a global footprint spanning 170 countries.
Portfolio includes Merrell®, Saucony®, Sweaty Betty®, Hush Puppies®, Wolverine®, Chaco®, Bates®, HYTEST®, and Stride Rite®.
Recognized by Footwear News as Company of the Year, by Forbes as one of America’s Dream Employers, and by Inspiring Workplaces as one of the Most Inspiring Workplaces Globally.

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.

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.