Contact Center Process & Systems Specialist

Waterworks

Danbury, CT, United States2w ago

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Key details

Salary
$55K–$72K/yr
Location
Danbury, CT, United States
Work style
Hybrid
Level
Mid level
Experience
3–5 yrs
Function
Customer success & Support
Focus area
other
Posted
2w ago

Skills

business intelligencechange managementcrmcustomer serviceexcelleanprocess improvementproject coordinationsix sigmasystem administrationworkforce management

About the role

About Waterworks
When you see the world’s most inspiring homes and hotels, you invariably find Waterworks in the mix. For over 40 years, our designs have elevated the bath and kitchen experience, with exquisite fittings, fixtures, hardware and more. We strive to be participants in exceptional design moments not just through our products, but through how our company name shows up in the world at large.

What We Provide
What gives us an edge over our competitors is our people. We work in a highly collaborative, creative environment that values each team member’s contributions to our mission. We empower our associates with extensive training, career growth opportunities, competitive salaries, bonus potential and a comprehensive benefits package including medical/dental/vision, and 401k retirement savings plan. We offer a generous PTO program (vacation, personal and sick time) with additional perks like some summer half days and a volunteer day. The company observes at least 8 federal holidays throughout the calendar year plus a floating holiday that associates can use at their discretion.

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.

Responsibilities

    Contact Center Operations & Process Improvement

  • 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.

    • Systems Administration & Business Support

  • 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.

    • Reporting, Analytics & Performance Insights

  • 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.

    • Project Coordination & Change Management

  • 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.

    • Other Duties

  • Perform other related duties and responsibilities as assigned.

Requirements

    • 3-5+ years of experience in Contact Center Operations, Customer Service Operations, Business Operations, Process Improvement, or a related field.
    • Experience working in a high-volume customer service or contact center environment.
    • Strong analytical and problem-solving skills.
    • Experience creating reports, dashboards, and operational metrics.
    • Proficiency in Microsoft Excel and reporting tools.
    • Ability to manage multiple projects and priorities simultaneously.
      • Experience with CRM, ticketing, workforce management, or contact center technologies.
      • Experience supporting system implementations, process improvement initiatives, or operational excellence programs.
      • Knowledge of Lean, Six Sigma, continuous improvement methodologies, or change management practices.
      • Experience partnering with Business Intelligence, IT, and Operations teams.
        • Ability to work after business hours and weekends to support system upgrades and testing as needed.
  • Hybrid Role – a minimum of 3 days per week at HQ, Danbury, CT.
Our Values
Be Authentic: Engage in real conversations. Communicate honestly with respect and professionalism.
Raise The Bar: Share ideas to uphold our standard of excellence. Never settle for less than the best.
Own It: Be responsible for your results. Empower yourself and others to step forward and lead.
Partner For Perfection: Collaborate with peers and teammates to deliver superior service to our clients.
Love What You Do & Do What You Love: Generate excitement and enthusiasm for our brand and company.

Waterworks is committed to promoting pay equity. Rate of pay is determined based on each individual's experience, qualifications, and the geographic location of the role. Final offer amounts are determined by multiple factors including candidate's experience and expertise and may vary from the amounts listed above.

Waterworks is an equal opportunity employer and does not discriminate against any applicant on the basis of race, color, religion, national origin, gender, marital status, age, disability, sexual orientation, military/veteran status, or any other status protected by federal or state law or local ordinance.

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