The Contact Center Efficiency Operations Lead will drive assertive cost reduction and operational efficiency across our customer service operations. This role focuses on optimizing time-based metrics, eliminating operational waste, and maximizing ROI through data-driven process improvements. The successful candidate will deliver measurable cost savings while maintaining or improving customer satisfaction.
Responsibilities
Reduce Average Handle Time through process engineering and agent coaching programs Optimize First Contact Resolution to eliminate costly repeat contacts Improve Schedule Adherence and minimize idle time across all shifts Implement real-time monitoring systems to identify and address efficiency gaps immediately Analyze cost-per-contact metrics and develop strategies to reduce operational expenses by 15-20% Identify automation opportunities to deflect routine inquiries and reduce agent workload Optimize workforce planning to minimize overtime costs while meeting service levels Performance Analytics & Reporting Conduct root cause analysis on time and cost drivers Provide weekly efficiency reports with actionable recommendations to leadership Establish predictive models for capacity planning and cost forecasting Process Reengineering Work with the team to eliminate non-value-added activities and streamline contact resolution workflows Design and deploy standardized procedures that minimize handling variation
Qualifications
Bachelor's degree in Business, Operations, Industrial Engineering, or related field 5+ years contact center operations experience with proven cost reduction achievements Expert knowledge of contact center metrics (AHT, FCR, Schedule Adherence, Cost-per-Contact) Demonstrated success reducing operational costs by minimum 10% in previous roles Lean Six Sigma Green Belt or equivalent process improvement certification Master's degree in Operations Management or Business Analytics Black Belt certification in Lean Six Sigma Experience with contact center automation technologies (RPA, AI/ML, chatbots) Background in high-volume, cost-sensitive customer service environments Financial modeling and business case development experience Demonstrated ability to integrate AI tools to optimize/redesign workflows and drive measurable impact (e.g., efficiency gains, quality improvements) Experience adhering to and implementing responsible, ethical AI practices (e.g., risk assessment, bias mitigation, quality and accuracy reviews) Demonstrated ongoing AI skill development (e.g., prompt/context engineering, agent orchestration) and staying current with emerging AI technologies