Strategic Contact Center Ops Leader

Miratech Group; Barcelona; Presencial; EUR 90.000 - 150.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health insurance

Relocation program

Work From Anywhere Culture

Descripción de la vacante

Miratech is seeking a Contact Center Operations & Optimization Consultant to lead strategic transformation by defining the operating model and building a roadmap for process, workforce, and capability improvements. You will own the vision, business case development, stakeholder alignment, and adoption strategy, working with internal and partner teams.

The ideal candidate brings 10+ years in contact center operations, expertise in CCaaS platforms (Genesys Cloud), and a track record of translating

Formación

• Lead comprehensive operational assessment across people, processes, performance management, and customer experience.
• Define the future-state contact center operating model with workforce deployment and routing strategy.
• Develop a prioritized optimization roadmap with ROI metrics and business cases.
• Translate business opportunities into clear operational requirements for technical delivery teams.

Responsabilidades

• Lead a comprehensive operational assessment across people, processes, performance management, and customer experience, independent of current platform configuration.
• Define the future-state contact center operating model, including workforce deployment, routing strategy, customer 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, including AI and self-service, intelligent routing, and omnichannel engagement.
• Translate business opportunities into requirements for technical delivery teams and establish governance structures.

Conocimientos

10+ years of contact center operations

Background in collections / receivabl…

Analytical & storytelling skills

Herramientas

Genesys Cloud

Descripción del empleo

Miratech is seeking a Contact Center Operations & Optimization Consultant to lead strategic transformation by defining the operating model and building a roadmap for process, workforce, and capability improvements. You will own the vision, business case development, stakeholder alignment, and adoption strategy, working with internal and partner teams.

The ideal candidate brings 10+ years in contact center operations, expertise in CCaaS platforms (Genesys Cloud), and a track record of translating