Contact Center Operations & Analytics Specialist (Hybrid)

WOLVERINE WORLDWIDE INC; Rockford (MI); Hybrid; USD 60,000 - 75,000; Full time

Job summary

A leading footwear and apparel company in Rockford, MI is seeking a Contact Center Operations Specialist. This role demands collaboration with leadership to enhance contact center efficiency and requires advanced Salesforce and Microsoft Excel skills. With responsibilities ranging from system implementation to performance reporting, the candidate must be detail-oriented and possess strong analytical abilities. The position offers a flexible hybrid work schedule, with three days in the office and two days remote.

Qualifications

• 3-5 years of contact center systems experience required.
• Strong attention to detail and accuracy.
• Experience working with internal and external partners.

Responsibilities

• Perform system implementation projects including requirements documentation and testing.
• Identify operational efficiencies and improvements.
• Support and troubleshoot contact center technologies.
• Produce and maintain reports on contact center performance.
• Automate reporting from contact center tools.

Skills

Advanced Salesforce experience

Advanced Microsoft Excel skills

Strong analytical skills

Strong verbal and written communication skills

Strong presentation skills

Ability to interpret data in a customer centric manner

Critical thinking and problem solving skills

Education

Bachelor’s degree in related field or equivalent work experience

Job description

A leading footwear and apparel company in Rockford, MI is seeking a Contact Center Operations Specialist. This role demands collaboration with leadership to enhance contact center efficiency and requires advanced Salesforce and Microsoft Excel skills. With responsibilities ranging from system implementation to performance reporting, the candidate must be detail-oriented and possess strong analytical abilities. The position offers a flexible hybrid work schedule, with three days in the office and two days remote.