Contact Center Operations Consultant

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

📋 Description

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

• Define the future contact center operational model.

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

• Identify opportunities for operational enhancement and customer experience improvements by utilizing Genesys Cloud capabilities.

• Establish frameworks for KPIs, governance models, and performance management processes.

• Collaborate with operations leadership, supervisors, and frontline teams to redesign workflows.

• Drive change management and initiatives for user adoption.

• Mentor contact center leadership teams on best practices.

• Act as a trusted advisor to executive stakeholders.

⛳️ Requirements

• Over 10 years of progressive experience in contact center operations.

• Extensive knowledge of contact center operating models.

• Strong familiarity with Genesys Cloud capabilities.

• Proven capability to translate business strategy into operational transformation.

• Excellent analytical, problem-solving, and storytelling abilities.

• Demonstrated success in leading operational transformation and process improvement initiatives.

• Experience in managing change and fostering organizational adoption initiatives.

• Knowledge of continuous improvement methodologies such as Lean, Six Sigma, and Kaizen.

• Professional working proficiency in Spanish is advantageous.

• Experience with various CCaaS platforms like NICE CXone, Five9, or Amazon Connect is a plus.

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

🏝️ Benefits

• Health insurance.

• Relocation program.

• Remote work options.

• Opportunities for professional development.

• Certification programs.

• Mentorship and investment in talent programs.

• Internal mobility and internship opportunities.

• An inclusive and supportive work environment.

• Team-building social events.

• Commitment to sustainable business practices.