Contact Center Operations Consultant

🕒 Maio 29

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Miratech

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

Fundada em 1989

💰 Private Equity Round em 2022-04

A Miratech ajuda visionários a mudar o mundo. Somos uma empresa global de serviços de TI e consultoria que reúne inovação corporativa global e inovação de start-ups. Atualmente, apoiamos a transformação digital das maiores empresas do planeta. Ao estabelecer parcerias com grandes e pequenos players, nos mantemos na vanguarda da tecnologia, permanecendo ágeis mesmo sendo um líder global, e criamos tecnologia que ajuda nossos clientes a aumentar ainda mais seus negócios. Nossa cultura de Desempenho Implacável permite que mais de 99% dos compromissos da Miratech sejam bem-sucedidos ao atender ou exceder os objetivos de escopo, cronograma e/ou orçamento desde nossa fundação em 1989. Para mais informações sobre a Miratech, visite www.miratechgroup.com

Descrição

• Lead a comprehensive operational assessment across people, processes, performance management, and customer experience • Define the future-state contact center operating model • Develop a prioritized optimization roadmap with clear business cases, expected outcomes, implementation priorities, and ROI metrics • Identify operational and customer experience improvement opportunities leveraging Genesys Cloud capabilities • Establish KPI frameworks, governance models, and performance management processes • Partner with operations leadership, supervisors, and frontline teams to redesign workflows • Lead change management and user adoption initiatives • Coach contact center leadership teams on best practices • Serve as a trusted advisor to executive stakeholders

🎯 Requisitos

• 10+ years of progressive experience in contact center operations • Deep expertise in contact center operating models • Strong working knowledge of Genesys Cloud capabilities • Proven ability to translate business strategy into operational transformation • Strong analytical, problem-solving, and storytelling skills • Demonstrated success leading operational transformation and process improvement initiatives • Experience leading change management and organizational adoption initiatives • Familiarity with continuous improvement methodologies such as Lean, Six Sigma, Kaizen • Professional working proficiency in Spanish is a plus • Experience with multiple CCaaS platforms like NICE CXone, Five9, or Amazon Connect is nice to have • Experience in building or maturing workforce management, quality management, performance management practices is a plus

🏖️ Benefícios

• Health insurance • Relocation program • Remote work • Professional development opportunities • Certification programs • Mentorship and talent investment programs • Internal mobility and internship opportunities • Inclusive and supportive work environment • Team-building company social events • Sustainable business practices