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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive expertise in contact center operations, including operational strategy, performance management, and customer experience optimization. Proven ability to lead change management initiatives and translate business strategies into measurable outcomes using advanced analytics and continuous improvement methodologies.
Highest-signal resume keywords
Contact Center Operations LeadershipOperational TransformationPerformance ManagementChange ManagementContinuous Improvement Methodologies
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Operational StrategyPerformance ManagementWorkforce ManagementRouting StrategiesQuality AssuranceCustomer Journey DesignData AnalysisBusiness Requirements TranslationProcess ImprovementKPI Frameworks
Soft Skills
Stakeholder ManagementExecutive CommunicationAnalytical Problem-SolvingCoachingStorytelling
Tools & Technologies
Genesys CloudNICE CXoneFive9Amazon ConnectAI SolutionsSelf-Service AutomationAnalytics and Reporting
Industry Keywords
Contact Center SolutionsOperational GovernanceCustomer Experience OptimizationLeanSix SigmaKaizenCCaaSCollectionsReceivablesCredit Recovery
Tech Stack
Tools & technologiesCloud
About the role
Key responsibilities & impact- Lead a comprehensive operational assessment across people, processes, performance management, and customer experience, independent of the current platform configuration.
- Define the future-state contact center operating model, including workforce deployment, routing strategy, customer engagement, and performance management across 12-, 24-, and 36-month horizons.
- Develop a prioritized optimization roadmap with clear business cases, expected outcomes, implementation priorities, and ROI metrics.
- Identify operational and customer experience improvement opportunities leveraging Genesys Cloud capabilities, including: AI and self-service solutions, Intelligent routing, Workforce engagement management, Analytics and reporting, Omnichannel customer engagement.
- Translate business opportunities into clear operational and business requirements for technical delivery teams.
- Establish KPI frameworks, governance models, and performance management processes, including ownership, reporting cadence, and operational review structures.
- Partner with operations leadership, supervisors, and frontline teams to redesign workflows, remove operational friction, and embed continuous improvement practices.
- Lead change management and user adoption initiatives, including communication planning, training strategy, leadership coaching, and operational enablement.
- Coach contact center leadership teams on best practices in workforce management, quality assurance, coaching, operational governance, and customer experience optimization.
- Serve as a trusted advisor to executive stakeholders by providing regular updates on progress, risks, priorities, and business outcomes.
Requirements
What you’ll need- 10+ years of progressive experience in contact center operations, including senior leadership, operational strategy, or transformation roles.
- Background in collections, receivables, or credit recovery.
- Deep expertise in contact center operating models, including: Routing strategies, Workforce management, Self-service and channel strategy, Quality assurance and coaching, Customer journey design, Performance management, Operational governance.
- Strong working knowledge of Contact Center solutions capabilities sufficient to identify business opportunities, define requirements, and collaborate effectively with technical teams.
- Proven ability to translate business strategy into operational transformation and measurable business outcomes.
- Strong analytical, problem-solving, and storytelling skills with the ability to synthesize data into actionable executive recommendations.
- Demonstrated success leading operational transformation and process improvement initiatives, delivering measurable improvements in efficiency, customer experience, employee experience, or cost optimization.
- Excellent stakeholder management and executive communication skills.
- Experience leading change management and organizational adoption initiatives.
- Familiarity with continuous improvement methodologies such as Lean, Six Sigma, Kaizen, or equivalent frameworks.
- Nice to have: Professional working proficiency in Spanish, including the ability to facilitate workshops, interview stakeholders, and prepare documentation.
- Experience leading post-migration optimization initiatives following like-for-like CCaaS implementations.
- Exposure to multiple CCaaS platforms such as Genesys Cloud, NICE CXone, Five9, or Amazon Connect.
- Experience building or maturing workforce management, quality management, or performance management practices.
- Familiarity with conversational AI, self-service automation, and customer journey orchestration strategies.
Benefits
Comp & perks- Health insurance
- Relocation program
- Flexibility of remote work
- Professional development opportunities
- Certification programs
- Mentorship and talent investment programs
- Internal mobility and internship opportunities
- Dynamic, global team environment
- Regular team-building company social events
- Sustainable business practices