Remote Contact Center Transformation Strategist

Miratech Group

Valencia

Presencial

EUR 70.000 - 110.000

Jornada completa

14 días+

Generador de candidaturas

Una candidatura completa en un minuto — currículum adaptado y carta de presentación, listos para enviar.

Supera los filtros ATS

Ventajas ofrecidas por este puesto de trabajo

Health insurance

Relocation program

Remote work

Descripción de la vacante

Miratech Group is seeking a Contact Center Operations & Optimization Consultant to lead a strategic transformation, defining an operating model and roadmap for 12–36 months. You will own the business case, ROI, and adoption strategy while partnering with global teams to drive measurable outcomes.

The ideal candidate has 10+ years in contact center operations, expertise in CCaaS platforms, and strong stakeholder management.

Formación

10+ years of progressive experience in contact center operations.
Background in collections, receivables, or credit recovery.
Deep expertise in contact center operating models (routing, WFM, self-service, QA, coaching).
Strong analytical, problem-solving, and storytelling skills for executive guidance.
Excellent stakeholder management and executive communication.
Experience leading change management and organizational adoption initiatives.
Familiarity with Lean, Six Sigma, Kaizen, or equivalent frameworks.
Hands-on platform configuration experience is not required.

Responsabilidades

Lead a comprehensive operational assessment across people, processes, performance management, and customer experience.
Define the future-state contact center operating model including workforce deployment, routing, engagement, and performance management across 12-, 24-, and 36-month horizons.
Develop a prioritized optimization roadmap with clear business cases, expected outcomes, implementation priorities, and ROI metrics.
Identify opportunities leveraging Genesys Cloud capabilities: AI/self-service, intelligent routing, WFM, analytics, omnichannel engagement.
Translate business opportunities into requirements for technical delivery teams.
Establish KPI frameworks, governance models, and performance management processes.
Partner with operations leadership to redesign workflows and embed continuous improvement.
Lead change management and user adoption initiatives including training and communications.
Coach leadership on workforce management, QA, coaching, governance, and CX optimization.
Serve as trusted advisor to executive stakeholders with progress, risks, priorities, and outcomes.