Miratech
Information Technology And Services
ContactCenterOperations&OptimizationConsultant
“Contact Center Operations & Optimization Consultant at Miratech. Skills: Contact center operations, Operational strategy, Process improvement, Customer experience. Lead operational assessment. Define future-state operating model”
What You'll Achieve.
Measurable business outcomes; Measurable value; Deliver measurable improvements
Industry & Context.
Problem-solving; Analytical; 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 actionable recommendations, Demonstrated success leading operational transformation, Demonstrated success process improvement initiatives, Excellent stakeholder management skills, Executive communication skills, Experience leading change management, Experience leading 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 strategies
What You'll Do.
Lead operational assessment
Define future-state operating model
Build roadmap improvements
Own operational vision
Develop business case
Develop adoption strategy
Assess current operations
Define future-state operating model
Build roadmap process improvements
Build roadmap workforce improvements
Build roadmap capability improvements
Identify improvement opportunities
Leverage Genesys Cloud capabilities
Translate business opportunities
Define operational requirements
Define business requirements
Establish KPI frameworks
Establish governance models
Establish performance management processes
Partner with operations leadership
Partner with supervisors
Partner with frontline teams
Remove operational friction
Embed continuous improvement practices
Lead change management initiatives
Lead user adoption initiatives
Develop training strategy
Provide leadership coaching
Provide operational enablement
Coach contact center leadership teams
Provide regular updates
How You'll Work.
Team & Collaboration
Technical delivery teams; Operations leadership; Supervisors; Frontline teams; Executive stakeholders
Communication Scope
Executive communication; Storytelling; Executive recommendations; Executive stakeholders
Process & Methodology
Roadmap development, Implementation priorities
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