Contact Center Operations & Optimization Consultant

Key Responsibilities:

• Lead comprehensive operational assessments across people, processes, and performance management.
• Define future-state contact center operating models including workforce deployment, routing strategy, and customer engagement.
• Develop prioritized optimization roadmaps with clear business cases, expected outcomes, and ROI metrics.

Qualifications:

• 10+ years of progressive experience in contact center operations leadership or transformation roles.
• Deep expertise in routing strategies, workforce management, quality assurance, and performance management.
• Proven ability to translate business strategy into operational transformation and measurable business outcomes.

Additional Information:

• We offer competitive pay and benefits, including health insurance.
• Enjoy a work from anywhere culture with the flexibility of remote work.
• Benefit from professional development opportunities, mentorship, and a welcoming multicultural environment.