Serving the needs of all families with young children, Carter’s Inc. is the largest North American apparel retailer exclusively for babies and young children, encompassing Carter’s, OshKosh B’gosh, Skip*Hop and Little Planet brands. Meaningful work, constant learning, genuine people, and a community guided by core values that promote inclusion and innovation is in everything we do. There are many reasons to build your career at Carter's.
HOW YOU’LL MAKE AN IMPACT:
In the Technology Administrator role, you will be responsible for submitting, tracking, and communicating access for new users within the Call Center team. You will troubleshoot technical issues, assist with user access setup, and collaborate with various IT departments to ensure the stability and functionality of all user systems.
This role typical reports into Salesforce Service Cloud Administrator and is based in our in our remote work environment.
(60%) System Development & Maintenance 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.
(40%) Team Support Responsibilities:
- 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.
WE’D LOVE TO HEAR FROM YOU IF:
Must have:
- Technical Proficiency in Systems: Collaboration with IT and software vendors to ensure system functionality and resolve technical issues effectively.
- Ability to multi-task in a fast-paced setting
- Organizational skills needed to track and maintain structure with systems tracking
Preferred skills and experience:
- System administration
- IT/Troubleshooting system experience
- Capable of facilitating meetings
OUR TEAM MEMBERS:
- Lead Courageously: Have a strong sense of personal values that align with our Company values
- Collaborates Broadly: Build cooperation, trust, and thrive in a consensus driven environment
- Customer Focus: Proactively seek opportunities to leverage data and fact-based insights to serve customers and/or internal clients
- Drive Growth: Set aggressive goals and implement plans precisely
- Cultivates Innovation: Respectfully challenge the “we’ve always done it this way” mentality and explore new ways to achieve desired outcomes
MAKE A CAREER AT CARTER’S:
Career Development: Success starts from within, and we have several paths from which you can choose to enhance your career evolution. From Carter’s University to Toastmasters to mentorship programs and more, we encourage you to utilize these tools to elevate your professional prowess.
NOTE: This job description is not intended to be all-inclusive. The duties described may be changed or reassigned at the discretion of management, and the employee may be required to perform duties that are not listed in the job description.
Carters is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, veteran status, or any other status protected by federal, state, or local law.
