Remote Contact Center Strategy & Optimization Consultant

Miratech; Comunidad Valenciana; Híbrido; EUR 60.000 - 80.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

Relocation program

Professional development opportunities

Descripción de la vacante

Miratech is seeking a Contact Center Operations & Optimization Consultant to drive strategic initiatives that improve contact center performance and customer engagement. The role encompasses leading operational assessments, defining future operating models, and collaborating with technical teams for implementation.

The ideal candidate will have over 10 years of experience in contact center operations, strong analytical skills, and the ability to engage with executive stakeholders. Miratech offers competitive pay and benefits within a culture of relentless performance.

Formación

• 10+ years of experience in contact center operations.
• Deep expertise in contact center operating models.
• Strong analytical, problem-solving, and storytelling skills.
• Proven ability to translate business strategy into operational outcomes.

Responsabilidades

• Lead operational assessment across people and processes.
• Define future-state operating model including performance management.
• Develop optimization roadmap with clear business cases.
• Identify customer experience improvement opportunities.

Conocimientos

Leadership in contact center operations

Operational strategy

Analytical and problem-solving skills

Stakeholder management

Change management

Customer journey design

Familiarity with Lean/Six Sigma

Herramientas

Genesys Cloud

NICE CXone

Amazon Connect

Descripción del empleo

Miratech is seeking a Contact Center Operations & Optimization Consultant to drive strategic initiatives that improve contact center performance and customer engagement. The role encompasses leading operational assessments, defining future operating models, and collaborating with technical teams for implementation.

The ideal candidate will have over 10 years of experience in contact center operations, strong analytical skills, and the ability to engage with executive stakeholders. Miratech offers competitive pay and benefits within a culture of relentless performance.