<p>Overview</p> <p>Sub-Zero, Wolf, and Cove the leading manufacturer of luxury kitchen appliances is a longstanding, family-owned company in the Madison area. Icons of design and paragons of performance and quality, Sub-Zero, Wolf, and Cove are the refrigeration, cooking, and dishwashing specialists found in world's most luxurious homes. We look for team members who are driven by innovation and excellence, striving to serve our customers by doing what is right-with integrity, teamwork, and accountability.</p> <p>The contact center operations team supports the customer service department's mission to provide an exceptional experience to our customers, partners and employees. The Contact Center Operations Specialist will:</p> <ul> <li>Facilitate contact center operations across all customer-facing teams for both Wisconsin and Arizona call center locations </li><li>Maximize productivity through forecasting and scheduling of staff, and real-time performance monitoring </li><li>Assist with troubleshooting and improving business systems and other tools used by contact center teams </li></ul> <p>Required Qualifications:</p> <ul> <li>High school diploma plus 2-3 years of contact center operations or supervisory experience. </li><li>At least 2 years' experience using or managing contact center software (CRM, phone system, workforce management). </li><li>Requires strong analytical skills for forecasting and scheduling as well as the ability to identify trends, outliers, and root causes. </li><li>Effective technical troubleshooting skills. </li><li>Problem-solving skills with strong initiative and follow-through. </li><li>Excellent verbal and written communication skills. </li><li>Ability to work independently and make good decisions quickly as business needs change. </li></ul> <p>Preferred Qualifications:</p> <ul> <li>Experience in workforce management, including forecasting staffing needs and developing schedules. </li><li>Experience in business system management, including real-time performance monitoring and troubleshooting. </li><li>Experience in data analysis, measurements, and dashboards/reports. </li></ul> <p>We value our employees by providing:</p> <ul> <li>Competitive compensation based on skills </li><li>Industry leading health, dental, and vision plans </li><li>Generous 401 (K) savings and profit sharing </li><li>On-site UW Health clinic, fitness center, and walking paths </li><li>Education assistance and internal training programs </li><li>Electric vehicle charging </li><li>Maternity & paternity leave </li><li>Interested in learning more on our robust benefits package we offer? Click here! </li></ul> <p>This position requires a pre-employment drug/alcohol test and background check, which will be administered after a conditional job offer is extended. A negative drug/alcohol test result is required for employment. Refusal to take the test or a positive result may disqualify a candidate from further consideration. All drug testing will be conducted in accordance with federal and state laws.</p>