• Contact Center Operations Mgr

    Job Locations US-IN-Richmond
    Brand/Group
    Consumers
    Job Function
    Customer Service
    Min. Exp.(Yrs)
    5
    Type
    Full Time
  • General Function

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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.

    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.

    Primary Duties

    • 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.

    Knowledge, Skills and Abilities Required

    • 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.

    WORKING CONDITIONS
    Normal office environment. 
    Travel up to 5% may be required

     

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


    The above statements are intended to describe the general nature and level of work being performed and are not intended to be an exhaustive list of all responsibilities, duties and skills which may be required.


     

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