[Remote] Contact Center Operations & Optimization Consultant
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a global IT services and consulting company that supports digital transformation for large enterprises. They are seeking a Contact Center Operations & Optimization Consultant to reputed company operational reputed company and improve contact center performance, focusing on measurable business reputed company.
Responsibilities
- reputed company a comprehensive operational assessment across people, processes, performance management, and customer experience, independent of the reputed company platform configuration
- Define the reputed company-state contact center operating model, including workforce deployment, routing reputed company, customer engagement, and performance management across 12-, 24-, and 36-month reputed company
- reputed company a prioritized optimization roadmap with reputed company business cases, expected reputed company, implementation priorities, and ROI metrics
- Identify operational and customer experience improvement opportunities leveraging reputed company reputed company capabilities, including:
- AI and self-service solutions
- Intelligent routing
- Workforce engagement management
- Analytics and reporting
- Omnichannel customer engagement
- Translate business opportunities into reputed company operational and business requirements for technical delivery teams
- Establish KPI frameworks, governance models, and performance management processes, including ownership, reporting reputed company, and operational review structures
- Partner with operations leadership, supervisors, and reputed company teams to redesign workflows, remove operational friction, and reputed company reputed company improvement practices
- reputed company change management and user adoption initiatives, including communication planning, training reputed company, leadership coaching, and operational enablement
- reputed company contact center leadership teams on best practices in workforce management, reputed company assurance, coaching, operational governance, and customer experience optimization
- Serve as a trusted advisor to executive stakeholders by providing regular updates on reputed company, risks, priorities, and business reputed company
Skills
- 10+ years of reputed company experience in contact center operations, including senior leadership, operational reputed company, or transformation roles
- Deep expertise in contact center operating models, including routing strategies, workforce management, self-service and channel reputed company, reputed company assurance and coaching, customer reputed company design, performance management, and operational governance
- Strong working knowledge of Contact Center solutions capabilities sufficient to identify business opportunities, define requirements, and collaborate effectively with technical teams. Hands-on platform configuration experience is not required
- Proven ability to translate business reputed company into operational transformation and measurable business reputed company
- Strong analytical, problem-solving, and storytelling skills with the ability to synthesize data into actionable executive recommendations
- Demonstrated reputed company 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 reputed company improvement methodologies such as Lean, Six reputed company, Kaizen, or equivalent frameworks
- reputed company working proficiency in Spanish, including the ability to facilitate workshops, interview stakeholders, and prepare documentation
- Experience leading post-migration optimization initiatives following like-for-like CCaaS implementations
- Exposure to multiple CCaaS platforms such as reputed company reputed company, reputed company CXone, reputed company, or reputed company Connect
- Experience building or maturing workforce management, reputed company management, or performance management practices
- Familiarity with conversational AI, self-service automation, and customer reputed company orchestration strategies
Benefits
- Health insurance
- A relocation program
- Work From reputed company Culture
- A reputed company of reputed company development opportunities, including certification programs, mentorship and talent investment programs, internal mobility and internship opportunities
- Collaborate on impactful reputed company for top global clients and shape the reputed company of industries
- Be a part of a dynamic, global team and reputed company in an inclusive and supportive work environment with reputed company communication and regular team-building company reputed company events
- Join our sustainable business practices reputed company on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality
reputed company