Miratech
Information Technology And Services
ContactCenterOperations&OptimizationConsultant
“Contact Center Operations & Optimization Consultant at Miratech. Skills: Contact Center Operations, Operational Strategy, Process Improvement, Stakeholder Management. Lead operational assessment across people, processes, performance management, customer experience.. Define future-state contact center operating model.”
Industry & Context.
problem-solving skills; analytical skills
What They're Looking For.
Must Have
10+ years of progressive experience in contact center operations, including senior leadership, operational strategy, or transformation roles., 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, working knowledge of Genesys Cloud 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., 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.
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 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.
What You'll Do.
Lead operational assessment across people
performance management
Define future-state contact center operating model.
Develop prioritized optimization roadmap with business cases.
Identify operational and customer experience improvement opportunities.
Translate business opportunities into operational requirements.
Establish KPI frameworks
performance management processes.
Partner with operations leadership to redesign workflows.
Lead change management and user adoption initiatives.
Coach contact center leadership teams on best practices.
Serve as trusted advisor to executive stakeholders.
How You'll Work.
Team & Collaboration
cross-functional coordination; stakeholder alignment; Partner with operations leadership, supervisors, and frontline teams; collaborate effectively with technical teams; Serve as a trusted advisor to executive stakeholders
Communication Scope
executive communication skills; storytelling skills; communication planning
Process & Methodology
roadmap development, implementation priorities
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