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Contact Center Operations & Optimization Consultant
Skills
BusinessChange ManagementContact CentersContinuous ImprovementOperational StrategyOperationsPerformance Management
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 10+ years of progressive contact center operations experience including senior leadership strategy or transformation
- Deep expertise in routing strategies workforce management self-service channel strategy quality assurance coaching customer journey design performance management and operational governance
- Working knowledge of contact center solution capabilities to identify business opportunities define requirements and collaborate with technical teams
- Proven ability to translate business strategy into operational transformation and measurable outcomes
- Strong analytical problem-solving and storytelling skills
- Demonstrated success leading operational transformation and process improvement initiatives
- Excellent stakeholder management and executive communication skills
- Experience leading change management and organizational adoption initiatives
- Familiarity with Lean Six Sigma Kaizen or equivalent continuous improvement frameworks
Nice to have
- Spanish proficiency
- Multi-CCaaS exposure
- Post-migration optimization
- WFM/QM maturity
- Conversational AI familiarity
Day to day
- Lead a comprehensive assessment of contact center operations across people process performance and customer experience.
- Define a future-state operating model that improves workforce deployment routing strategy customer engagement and performance management over 12 24 and 36 months.
- Build a prioritized optimization roadmap with business cases expected outcomes implementation priorities and ROI metrics.
- Translate operational opportunities into business requirements for technical teams and coach leaders on continuous improvement change management and adoption.