Miratech
Information Technology And Services
ContactCenterOperations&OptimizationConsultant
“Contact Center Operations & Optimization Consultant at Miratech. Skills: Contact center operations, Operational strategy, Process improvement. Lead operational assessment. Define future-state operating model”
What You'll Achieve.
Define operational strategy; Convert investment into measurable business outcomes; Build roadmap of improvements; Develop prioritized optimization roadmap; Deliver measurable improvements
Industry & Context.
Problem-solving; Root cause analysis
What They're Looking For.
Must Have
10+ years contact center operations, Senior leadership experience, Operational strategy experience, Transformation roles experience, Contact center operating models expertise, Routing strategies knowledge, Workforce management knowledge, Self-service strategy knowledge, Channel strategy knowledge, Quality assurance knowledge, Coaching knowledge, Customer journey design knowledge, Performance management knowledge, Operational governance knowledge, Contact Center solutions capabilities knowledge, Translate business strategy to operational transformation, Translate business strategy to measurable business outcomes, Analytical skills, Problem-solving skills, Storytelling skills, Synthesize data into executive recommendations, Lead operational transformation, Lead process improvement initiatives, Deliver measurable improvements, Stakeholder management skills, Executive communication skills, Lead change management, Lead organizational adoption initiatives
Nice to Have
Professional working proficiency in Spanish, Facilitate workshops in Spanish, Interview stakeholders in Spanish, Prepare documentation in Spanish, Post-migration optimization experience, Experience with Genesys Cloud, Experience with NICE CXone, Experience with Five9, Experience with Amazon Connect, Build workforce management practices, Mature workforce management practices, Build quality management practices, Mature quality management practices, Build performance management practices, Mature performance management practices, Conversational AI familiarity, Self-service automation familiarity, Customer journey orchestration familiarity
What You'll Do.
Lead operational assessment
Define future-state operating model
Build optimization roadmap
Identify improvement opportunities
Translate business opportunities
Establish KPI frameworks
Establish governance models
Establish performance management processes
Partner with operations leadership
Remove operational friction
Embed continuous improvement practices
Lead change management initiatives
Lead user adoption initiatives
Coach contact center leadership teams
Serve as trusted advisor
Provide regular updates
How You'll Work.
Team & Collaboration
Technical delivery teams; Operations leadership; Supervisors; Frontline teams; Executive stakeholders
Communication Scope
Executive communication; Storytelling
Process & Methodology
Roadmap development
Applying for this Contact Center Operations & Optimization Consultant role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on SmartRecruiters
- SmartRecruiters often includes a video screening step — check camera and mic permissions.
- Link your GitHub or portfolio directly in the profile section for technical roles.
- Applications may be reviewed by AI scoring before reaching a recruiter — use keywords from the job description.
ANONYMOUS · UNFILTERED
What do employees actually say about Miratech?
Real rants from real employees. Read before you apply.