Carters Inc. · 1 day ago

Technology Administrator

Atlanta, GA

Full-time

Remote

Mid Level

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Responsibilities

Recommend adjustments and optimizations to CRM and Telephony Software to Supervisor based on current trends.

Collaborate with Supervisor to recommend and implement enhancements based on Call Center and Consumer Affairs needs.

Prepare weekly/monthly/quarterly reports reflecting Call Center performance, analyzing hits and misses, accurate identification for misses.

Recommend changes to CC Leadership to support attainment of performance goals.

Design reports as needed to provide historical and forward-looking trends in workflow and agent productivity across locations.

Assist with reporting for Call Center Unification project.

Work with HR and HOME to ensure all agents have proper access to CC/CA telephony and CRM software.

Work with Cloud Analyst and Software vendors ensuring software programs are properly developed to ensure working tools for all agents and reps.

Develops, communicates, and coordinates execution of data-based recommendations for operational improvement

Identify and communicate areas for continual improvement of service levels and staffing models for the contact center; recommend process improvements

Other miscellaneous duties assigned.

Recommend Contact Center process improvements and participate in Contact Center initiatives for increased effectiveness

Act on behalf of Call Center Analyst when directed, in providing leadership to the WFM team when the leaders is not in the building

All Call Center (CC) positions will undergo cross-training to support both Consumer Affairs and eComm calls. Agents are expected to assist in both areas as necessary, depending on business demands and call volume. Flexibility and adaptability are crucial to maintaining smooth and efficient service for our customers.

Qualification

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System administrationIT/Troubleshooting experienceTechnical proficiency in systemsCollaboration with ITFacilitating meetings