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.
Measurable business outcomes; Clear business cases; Expected outcomes; Implementation priorities; ROI metrics; Measurable improvements efficiency; Measurable improvements customer experience; Measurable improvements employee experience; Measurable improvements cost optimization
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, Deep expertise contact center operating models, Working knowledge contact center solutions capabilities, Proven ability translate business strategy, Analytical skills, Problem-solving skills, Storytelling skills, Synthesize data into recommendations, Demonstrated success leading operational transformation, Demonstrated success process improvement initiatives, Excellent stakeholder management skills, Executive communication skills, Experience leading change management, Experience organizational adoption initiatives
Nice to Have
Professional working proficiency in Spanish, Experience leading post-migration optimization, Exposure multiple CCaaS platforms, Experience building workforce management practices, Experience maturing workforce management practices, Experience building quality management practices, Experience maturing quality management practices, Experience building performance management practices, Experience maturing performance management practices, Familiarity conversational AI, Familiarity self-service automation, Familiarity customer journey orchestration
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
Provide updates to stakeholders
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, ROI metrics
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