Join Miratech as a Contact Center Operations & Optimization Consultant, focused on driving strategic transformations. Lead operational assessments and improve customer engagement through advanced solutions and workforce deployment strategies.
In this strategic role at Miratech, you will define the future-state of our contact center operations. This includes assessing current practices, developing an optimization roadmap, and aligning teams to execute initiatives. Ideal candidates have substantial experience in operational strategy for contact centers, especially with Genesys Cloud.
Key Responsibilities:
• Lead operational assessments and performance management
• Define workforce and routing strategies for improvement
• Develop actionable optimization roadmaps with business cases
• Identify improvement opportunities using Genesys Cloud features
• Coach leadership on workforce management and quality assurance
Requirements:
• Over 10 years in contact center oper...