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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 experience in contact center operations including senior leadership operational strategy or transformation roles
- Deep expertise in contact center operating models including routing strategies workforce management self-service and channel strategy quality assurance and coaching customer journey design performance management and operational governance
- Strong working knowledge of Contact Center solution capabilities sufficient to identify business opportunities define requirements and collaborate effectively with technical teams
- Proven ability to translate business strategy into operational transformation and measurable business outcomes
- Strong analytical problem-solving and storytelling skills with the ability to synthesize data into actionable executive recommendations
- Demonstrated success leading operational transformation and process improvement initiatives delivering measurable improvements in efficiency customer experience employee experience or cost optimization
- Excellent stakeholder management and executive communication skills
- Experience leading change management and organizational adoption initiatives
- Familiarity with continuous improvement methodologies such as Lean Six Sigma Kaizen or equivalent frameworks
Nice to have
- Spanish proficiency
- Executive communication
- Analytical thinking
- Stakeholder management
- Continuous improvement mindset
Day to day
- Lead a comprehensive operational assessment of people processes performance management and customer experience.
- Define a future-state contact center operating model across 12 24 and 36 month horizons with workforce deployment routing strategy and performance management.
- Develop a prioritized optimization roadmap with business cases expected outcomes implementation priorities and ROI metrics while advising executives on business value.