Contact Center Operations Consultant

🕒 July 15

🇷🇴 Romania – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

📞 Call Center Representative

👻 Ghost score 35%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Miratech

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1989

🤝 B2B

💼 Consulting

☁️ SaaS

💰 Private Equity Round on 2022-04

B2B • Consulting • SaaS

Miratech is a global IT services and consulting company dedicated to helping visionaries change the world. Specializing in outsourcing, software development, and professional services, Miratech supports digital transformation for some of the largest enterprises worldwide. By combining enterprise and start-up innovation, Miratech remains at the forefront of technology while maintaining agility and a culture of relentless performance that has led to high engagement success since its founding in 1989.

📋 Description

• Lead a comprehensive operational assessment across people, processes, performance management, and customer experience, independent of the current platform configuration. • Define the future-state contact center operating model, including workforce deployment, routing strategy, customer engagement, and performance management across 12-, 24-, and 36-month horizons. • 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, including: AI and self-service solutions, Intelligent routing, Workforce engagement management, Analytics and reporting, Omnichannel customer engagement. • Translate business opportunities into clear operational and business requirements for technical delivery teams. • Establish KPI frameworks, governance models, and performance management processes, including ownership, reporting cadence, and operational review structures. • Partner with operations leadership, supervisors, and frontline teams to redesign workflows, remove operational friction, and embed continuous improvement practices. • Lead change management and user adoption initiatives, including communication planning, training strategy, leadership coaching, and operational enablement. • Coach contact center leadership teams on best practices in workforce management, quality assurance, coaching, operational governance, and customer experience optimization. • Serve as a trusted advisor to executive stakeholders by providing regular updates on progress, risks, priorities, and business outcomes.

🎯 Requirements

• 10+ years of progressive experience in contact center operations, including senior leadership, operational strategy, or transformation roles. • Background in collections, receivables, or credit recovery. • Deep expertise in 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 working knowledge of Contact Center solutions capabilities sufficient to identify business opportunities, define requirements, and collaborate effectively with technical teams. • Proven ability to translate business strategy into operational transformation and measurable business outcomes. • Strong analytical, problem-solving, and storytelling skills with the ability to synthesize data into actionable executive recommendations. • Demonstrated success leading operational transformation and process improvement initiatives, delivering measurable improvements in efficiency, customer experience, employee experience, or cost optimization. • Excellent stakeholder management and executive communication skills. • Experience leading change management and organizational adoption initiatives. • Familiarity with continuous improvement methodologies such as Lean, Six Sigma, Kaizen, or equivalent frameworks. • Nice to have: Professional working proficiency in Spanish, including the ability to facilitate workshops, interview stakeholders, and prepare documentation. • Experience leading post-migration optimization initiatives following like-for-like CCaaS implementations. • Exposure to multiple CCaaS platforms such as Genesys Cloud, NICE CXone, Five9, or Amazon Connect. • Experience building or maturing workforce management, quality management, or performance management practices. • Familiarity with conversational AI, self-service automation, and customer journey orchestration strategies.

🏖️ Benefits

• Health insurance • Relocation program • Flexibility of remote work • Professional development opportunities • Certification programs • Mentorship and talent investment programs • Internal mobility and internship opportunities • Dynamic, global team environment • Regular team-building company social events • Sustainable business practices