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
Minimum 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
Preferred Qualifications
• 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
