RRemoteville

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Contact Center Operations & Optimization Consultant

Skills
BusinessChange ManagementContact CentersContinuous ImprovementOperational StrategyOperationsPerformance Management
Role

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
  • Working knowledge of contact center solution capabilities sufficient to identify business opportunities define requirements and collaborate 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 executive recommendations
  • Demonstrated success leading operational transformation and process improvement initiatives with 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
  • CCaaS exposure
  • Lean mindset
  • Executive communication
  • Analytical thinking
  • Change leadership

Day to day

  • Lead a comprehensive operational assessment across people processes performance and customer experience to identify improvement opportunities
  • Define the future-state contact center operating model across 12 24 and 36 month horizons including workforce deployment routing strategy and performance management
  • Develop a prioritized optimization roadmap with business cases ROI metrics and adoption plans while partnering with leadership and technical teams to drive change