Contact Center Operations Consultant

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

📋 Description

• Spearhead a thorough operational evaluation encompassing personnel, processes, performance management, and customer experience, regardless of the existing platform setup.

• Outline the future contact center operating model, detailing workforce deployment, routing strategy, customer engagement, and performance management across 12-, 24-, and 36-month timelines.

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

• Discover opportunities for operational and customer experience enhancements by utilizing Genesys Cloud capabilities, such as: AI and self-service solutions, Intelligent routing, Workforce engagement management, Analytics and reporting, Omnichannel customer engagement.

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

• Develop KPI frameworks, governance structures, and performance management processes, which encompass ownership, reporting schedules, and operational review mechanisms.

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

• Drive change management and user adoption efforts, which include communication planning, training strategies, leadership coaching, and operational enablement.

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

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

⛳️ Requirements

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

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

• Strong understanding of Contact Center solution capabilities, enabling the identification of business opportunities, definition of requirements, and effective collaboration with technical teams.

• Proven track record of translating business strategy into operational transformation and measurable business results.

• Strong analytical, problem-solving, and storytelling capabilities, with the ability to distill data into actionable executive recommendations.

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

• Exceptional stakeholder management and executive communication skills.

• Experience in leading change management and organizational adoption initiatives.

• Familiarity with continuous improvement methodologies, such as Lean, Six Sigma, Kaizen, or equivalent frameworks.

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

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

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

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

• Understanding of 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 over 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: take advantage of the flexibility that remote work offers.

• Growth Mindset: benefit from numerous professional development opportunities, including certification programs, mentorship and talent investment programs, and internal mobility and internship opportunities.

• Global Impact: engage in meaningful projects for leading global clients and help shape the future of various industries.

• Welcoming Multicultural Environment: be a part of a vibrant, global team and excel in an inclusive and supportive workplace with open communication and regular team-building social events.

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