Contact Center Operations Consultant

This is a fully remote position, open to applicants in Canada.

📋 Description

• Oversee a thorough operational evaluation encompassing personnel, processes, performance management, and customer experience.

• Establish the future-state operating model for the contact center, addressing workforce deployment, routing strategies, customer engagement, and performance management across 12-, 24-, and 36-month timelines.

• Create a prioritized optimization roadmap featuring well-defined business cases, anticipated outcomes, implementation priorities, and ROI metrics.

• Pinpoint opportunities for operational and customer experience enhancements by utilizing Genesys Cloud capabilities.

• Convert business opportunities into precise operational and business requirements for technical delivery teams.

• Develop KPI frameworks, governance models, and performance management processes, including ownership and reporting schedules.

• Collaborate with operations leadership, supervisors, and frontline teams to redesign workflows, eliminate operational inefficiencies, and integrate continuous improvement practices.

• Spearhead change management and user adoption efforts, which encompass communication strategies, training approaches, leadership coaching, and operational enablement.

• Mentor contact center leadership teams on best practices in workforce management, quality assurance, coaching, operational governance, and customer experience optimization.

• Act as a trusted advisor to executive stakeholders by providing regular updates on progress, risks, priorities, and business results.

⛳️ Requirements

• A minimum of 10 years of progressive experience in contact center operations, including senior leadership, operational strategy, or transformation roles.

• Extensive knowledge of contact center operating models, covering: Routing strategies, Workforce management, Self-service and channel strategy, Quality assurance and coaching, Customer journey design, Performance management, Operational governance.

• Strong familiarity with Contact Center solutions capabilities sufficient to identify business opportunities, define requirements, and collaborate efficiently with technical teams.

• Proven capability to translate business strategy into operational transformation and measurable business results.

• Strong analytical, problem-solving, and storytelling abilities with the capacity to synthesize data into actionable executive recommendations.

• Demonstrated success in leading operational transformation and process improvement initiatives, producing measurable enhancements in efficiency, customer experience, employee experience, or cost optimization.

• Excellent stakeholder management and executive communication skills.

• Experience in leading change management and organizational adoption initiatives.

• Knowledge of continuous improvement methodologies such as Lean, Six Sigma, Kaizen, or equivalent frameworks.

• Preferred: Professional working proficiency in Spanish, with the ability to facilitate workshops, interview stakeholders, and prepare documentation.

• Experience leading post-migration optimization efforts following like-for-like CCaaS implementations.

• Exposure to various CCaaS platforms such as Genesys Cloud, NICE CXone, Five9, or Amazon Connect.

• Experience in building or enhancing workforce management, quality management, or performance management practices.

• Familiarity with conversational AI, self-service automation, and customer journey orchestration strategies.

🏝️ Benefits

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth.

• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance and a relocation program.

• Work From Anywhere Culture: maximize the flexibility offered by remote work.

• Growth Mindset: take advantage of a variety of professional development opportunities, including certification programs, mentorship, talent investment programs, internal mobility, and internship opportunities.

• Global Impact: collaborate on meaningful projects for top global clients and help shape the future of industries.

• Welcoming Multicultural Environment: be part of a dynamic global team and thrive in an inclusive and supportive work setting with open communication and regular team-building social events.

• Social Sustainability Values: engage in our sustainable business practices focused on five pillars, including IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.