Contact Center Optimization Analyst/Specialist - Onsite- Ohio
Gap
About the Role
In this role, you will enable adoption and sustainability of capabilities in the Contact Center that deliver customer centric, digitally enabled and/or automated experiences. You will be responsible for understanding program requirements, participating in devising tech-oriented plans, tracking progress, and regularly updating stakeholders. You should strive to minimize business disruption through guidance and solutions to the problems business end users experience using our systems, tools, and reports.What You'll Do
Drive operational excellence in the Contact Center and identify areas of opportunity for optimization of processes and/or technology including, but is not limited to, self-service automation, workforce optimization, margin recovery opportunities and value enhancement
Responsible for business case creation, project planning, internal review process forms and publication of end results with a strong emphasis on communication and organized documentation
Regularly present information to influence leadership team decisions and prioritization of initiatives
Own the Business Engagement strategy to support business user communities and project teams as they deliver new or enhanced capabilities and solutions
Build relationships with Brand stakeholders, Product Management, Mission Control, Project, Technical Engineering and CC Technology Vendor teams and leaders
Partner closely with Product Management and Engineering teams to identify technical support issues experienced by business end users and collaborate to drive resolution to minimize risk and business disruption
Who You Are
Expert analytical and problem-solving skills with strong critical thinking and business curiosity
Strong strategic thinking skills and ability to perform analysis at a low level of detail; willing to roll up sleeves and get work done if needed
Work experience in specific domain area including but not limited to Digital/eCommerce, Stores, Product to Market, Asset Management, Enterprise, Operational and Customer Insights
Develop innovative solutions for complex situations in a fast-changing environment; cover a wide range of activities requiring complex judgments
Comprehensive understanding of theories and practices in multiple related subject areas