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Contact Center Operations Mgr

Contact Center Operations Mgr

Brand/Group 
Global Operations Group
Job Locations 
US-IN-Richmond
US-MI-Rockford
Job Function 
Customer Service
Min. Exp.(Yrs) 
3
Type 
Full Time

More information about this job

Overview

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Wolverine Worldwide is a global marketer of branded footwear, apparel, and accessories. With an established global footprint that spans approximately 200 countries and territories, as well as a rock-solid infrastructure, Wolverine Worldwide is dedicated to advancing the following brands that comprise the ever-expanding portfolio: Bates, Chaco, Cat Footwear, Harley Davidson Footwear, Hush Puppies, Keds, Merrell, Saucony, Sperry, and Wolverine. Wolverine Worldwide’s continued success is driven by our ability to stay true to our simple mission: we empower, engage and inspire our consumers – every step of the way.

GENERAL FUNCTION

The Manager of Contact Center Operations determines call center operational strategies by conducting needs assessments, technology performance reviews, capacity planning, and cost/benefit analyses. Contributes information and analysis to organizational strategic plans and reviews.

Responsibilities

• Develops call center systems to support customer interaction via CRM, voice, text, email, chat, and social media response systems; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
• Identify and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs
• Direct management of Fraud Operations, Training, and Analytics teams.
• Meets call center financial objectives by estimating requirements through forecasting and optimization of workforce demand; analyzing variances; initiating corrective actions.
• Develop preventive maintenance programs; coordinating vendor management for repairs; evaluating and implementing upgrades.
• Benchmark state-of-the-art practices through professional and technical knowledge; tracking emerging trends in call center operations; participating in professional societies.
• Establish organization goals through leadership requests and explore areas to add value to the business.
• Perform duties consistent with the Company’s AAP/EEO goals and policies.
• Perform other duties as required/assigned by manager.

Qualifications

  • Minimum 3 years experience in Operations Management, preferably in a contact center environment
  • Minimum 3 years experience leading a team with excellence
  • Bachelor’s degree required
  • Strong interpersonal and communication skills and the ability to work effectively cross-functionally
  • Deep understanding of contact center technologies or equivalent experience
  • Strongly preferred prior experience in a fast-paced, omni-channel, ecommerce environment
  • Ability to multi-task in a dynamic work environment and manage competing priorities
  • Highly motivated/self-starter with a sense of ownership, a willingness to learn, and a strong desire to succeed
  • Curious approach to problem solving and a willingness to dig into the details

Committed to a diverse workforce, we are an Equal Opportunity Employer (Minorities/Women/Veterans/Disabled).