About this role
Job title: Contact Center Operations & Transformation Manager
About the Role As a Contact Center Operations and Transformation Manager, you will lead contact center and customer service transformation engagements, focusing on package-enabled and platform-enabled transformations. You will assess current-state operations, design future-state operating models, and support the implementation of customer service technologies to improve efficiency, service quality, and customer experience.
What You'll Do
- Lead contact center and customer service transformation engagements, focusing on package-enabled and platform-enabled transformations.
- Assess current-state operations across service demand, channel strategy, workforce management, agent experience, technology capabilities, cost structure, and performance metrics.
- Design future-state operating models and transformation roadmaps to improve efficiency, scalability, service quality, and customer experience.
- Support the design and implementation of customer service technologies, including contact center as a service, customer relationship management, workforce management, knowledge management, analytics, automation, and AI-enabled service platforms.
- Help clients apply digital self-service, automation, Generative AI, conversational AI, agent assist, intelligent routing, and knowledge management capabilities to improve service performance and reduce cost.
- Manage teams and workstreams, driving delivery quality, and building client relationships across business, operations, technology, data, and delivery stakeholders.
What We're Looking For
- Bachelor's degree in business, computer science, engineering, or information systems.
- 8+ years of experience in contact center operations, customer service transformation, package-enabled transformation, or management consulting.
- 4+ years of experience with customer service or contact center technologies, including contact center as a service, customer relationship management, workforce management, quality management, knowledge management, analytics, or artificial intelligence-enabled service platforms.
- 2+ years of experience developing operating models, transformation roadmaps, business cases, performance improvement plans, or value realization frameworks.
- Ability to travel 50% on average, based on the work you do and the clients and industries/sectors you serve.
- Limited immigration sponsorship may be available.
Nice to Have
- Experience supporting contact center environments with 500+ agents.
- Experience with Salesforce.
- Experience with Genesys, Five9, NICE, Amazon Web Services, or similar cloud-based contact center platforms.
- Experience with digital self-service, automation, analytics, personalization, or AI-enabled service capabilities.
- Experience developing business cases, transformation roadmaps, operating models, performance improvement plans, or value realization frameworks.
- MBA, master's degree in a business or technical field, or professional certifications such as Project Management Professional, Six Sigma, Lean, or Agile.
Compensation & Benefits
- Not disclosed in posting.