Contact Center Process & Systems Specialist
Waterworks
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- Pay
- $55K to $72K
- a year
- Location
- Danbury, CT
- Work style
- Hybrid
- 3 days in office
- Posted
- Oct 2
- 17 days ago
Career path
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About the company
Waterworks
Design · 201 to 500 employees
What you'll do
- Evaluate Contact Center processes, workflows, and customer service procedures to identify opportunities for increased efficiency, consistency, and service quality.
- Partner with frontline representatives, supervisors, and department leaders to identify recurring challenges, operational bottlenecks, and manual processes.
- Develop and maintain standard operating procedures (SOPs), process documentation, job aids, workflow maps, and training materials.
- Support continuous improvement initiatives that enhance customer experience, productivity, service levels, and operational effectiveness.
- Assist in documenting current-state and future-state workflows to support business process improvements and technology initiatives.
- Serve as the primary business systems resource within Client Services, supporting M3, Fusion, Business Intelligence platforms, and related applications.
- Gather, document, and translate operational business requirements into system enhancement requests and process solutions.
- Coordinate and support user acceptance testing (UAT), issue resolution, system validation, and post-implementation activities.
- Partner with operational leaders and subject matter experts to identify system improvement opportunities and implement effective solutions.
- Maintain system documentation, enhancement requests, testing records, and user support materials.
- Support the development and continuous improvement of operational reporting, dashboards, and performance metrics.
- Partner with Business Intelligence teams to ensure data accuracy, reporting effectiveness, and actionable insights.
- Analyze operational trends, customer experience metrics, service performance data, and process outcomes to identify opportunities for improvement.
- Develop presentations, summaries, and recommendations that support operational decision-making and leadership visibility.
- Monitor key contact center performance indicators, including service levels, productivity, quality, and customer satisfaction measures.
- Support cross-functional projects impacting Contact Center operations, systems, and customer experience.
- Track project milestones, action items, dependencies, risks, and implementation timelines.
- Gather and coordinate end-user feedback throughout project lifecycles to improve adoption and effectiveness.
- Assist with change management activities, communication plans, training support, and post-launch adoption monitoring.
- Measure and report on operational impact, adoption rates, and ongoing improvement opportunities following implementation.
- Perform other related duties and responsibilities as assigned.
What you need
- Hybrid Role – a minimum of 3 days per week at HQ, Danbury, CT.
Key skills
contact centercustomer service operationsprocess improvementssystemsreporting capabilitiesdata-driven decision making
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The Role
The Contact Center Operations & Systems Specialist plays a key role in improving the effectiveness, efficiency, and scalability of our Client Services organization. This position serves as a bridge between Contact Center Operations, Technology, Business Intelligence, and other cross-functional teams to drive process improvements, optimize systems, enhance reporting capabilities, and support operational excellence.
The ideal candidate has experience in a contact center or customer service operations environment and enjoys identifying opportunities to improve workflows, streamline processes, leverage technology, and enhance the customer experience through data-driven decision making.
This is a hybrid role requiring onsite presence a minimum of three days per week. Additional onsite days may be required based on business needs.