Contact Center Transformation & Optimization Leader

Miratech Group; Málaga; Remote; EUR 90,000 - 130,000; Full time

Benefits offered by this job

Health insurance

Relocation program

Remote work

Job summary

Miratech is seeking a Contact Center Operations & Optimization Consultant to lead the next phase of transformation by defining and driving the operational strategy. You will assess current operations, define the future-state operating model, and build a roadmap of process, workforce, and capability improvements.

Internal teams will execute the implementation while you own the vision and ROI. Strong leadership and CCaaS knowledge are essential.

Qualifications

• 10+ years of progressive experience in contact center operations or transformation roles.
• Background in collections, receivables, or credit recovery.
• Deep expertise in contact center operating models (routing, WFM, self-service, QA).
• Strong analytical, problem-solving, and storytelling skills for executive recommendations.
• Experience leading change management and organizational adoption initiatives.

Responsibilities

• Lead a comprehensive operational assessment across people, processes, performance management, and customer experience.
• Define the future-state contact center operating model with multi-year horizons.
• Develop a prioritized optimization roadmap with business cases and ROI metrics.
• Translate opportunities into operational requirements for delivery teams.
• Establish KPI governance, ownership, reporting cadence, and review structures.
• Coach leadership teams on workforce management, QA, coaching, and customer experience optimization.
• Lead change management and user adoption initiatives.

Skills

Stakeholder management

Executive communication

Analytical reasoning

Strategic thinking

Change management

Storytelling with data

Tools

Genesys Cloud

NICE CXone

Five9

Amazon Connect

Job description

Miratech is seeking a Contact Center Operations & Optimization Consultant to lead the next phase of transformation by defining and driving the operational strategy. You will assess current operations, define the future-state operating model, and build a roadmap of process, workforce, and capability improvements.

Internal teams will execute the implementation while you own the vision and ROI. Strong leadership and CCaaS knowledge are essential.