Contact Center Operations & Optimization Consultant

Responsibilities:

• Lead a comprehensive operational assessment across people, processes, performance management, and customer experience.
• Define the future-state contact center operating model, including workforce deployment and customer engagement.
• Develop a prioritized optimization roadmap with clear business cases and ROI metrics.

Qualifications:

• 10+ years of progressive experience in contact center operations and transformation roles.
• Deep expertise in contact center operating models including routing strategies and performance management.
• Proven ability to translate business strategy into operational transformation and measurable business outcomes.

Additional Information:

• Culture of Relentless Performance: join an unstoppable technology development team.
• Growth Mindset: Reap the benefits of a range of professional development opportunities.
• Welcoming Multicultural Environment: Be a part of a dynamic, global team.