Job Description

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