Contact Center Operations Consultant

🕒 May 29

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Miratech

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1989

💰 Private Equity Round on 2022-04

Miratech helps visionaries to change the world. We are a global IT services and consulting company that brings together global enterprise innovation and start-up innovation. Today we support digital transformation for the largest enterprises on the planet.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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