Contact Center Operations Specialist

Job description

Wolverine World Wide, Inc. (NYSE:WWW) is one of the world’s leading designers, marketers, and licensors of footwear and apparel; It’s global footprint spans 170 countries and territories. The Company’s portfolio includes Merrell®, Saucony®, Sweaty Betty®, Hush Puppies®, Wolverine®, Chaco®, Bates®, HYTEST®, and Stride Rite®. The Company is also the global footwear licensee of brands Cat® and Harley-Davidson®. Wolverine Worldwide is driven by a Vision to Make. Every Day. Better. for its consumers, partners, communities, and shareholders. In 2025, the Company was recognized by Footwear News as Company of the Year, by Forbes as one of America’s Dream Employers, America’s Best Employers for Women, and America’s Best Employers for Company Culture, and by Inspiring Workplaces as one of the Most Inspiring Workplaces Globally. Wolverine Worldwide is a Certified™ Great Place To Work®. This Contact Center Operations Specialist is responsible for supporting contact center operations, including technologies and analytics, by working with leaders and team members as well as vendor partners to identify and improve the performance of the contact center. This position will also be responsible for partnering with various business units across the organization to help drive the objectives of the Customer Engagement team. Primary Duties: 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 Knowledge, Skills and Abilities Required: 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. Working Conditions: Normal office environment. Wolverine Worldwide has a flexible, hybrid work schedule, with three days in office and two days remote. #LI-KD 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. Wolverine Worldwide, Inc. is committed to creating a company that is as diverse as our consumers. We value the differences in one another and believe our differences make us stronger. Our diverse and inclusive corporate culture starts with the recruitment process. 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.