Customer Care Operations Consultant – Temporary

Role Overview

• Oversee daily contact center operations, ensuring KPIs (Service Level, AHT, Occupancy, Adherence) are met and continuously optimized.
• Identify and reduce non–value-added work, leveraging automation and predictive tools to improve efficiency.
• Lead continuous improvement initiatives to streamline workflows through integration of AI-enabled forecasting, scheduling, and analytics systems.
• Partner with cross-functional teams to standardize best practices and drive consistency across global operations.
• Evaluate and pilot emerging AI and automation technologies that enhance customer and agent experience.
• Collaborate with Operations Technology & Transformation to integrate AI-driven workforce management tools, ensuring scalability and ethical use of data.
• Translate complex AI insights into actionable staffing, performance, and resource strategies.
• Serve as a change leader during automation or technology rollouts, ensuring smooth adoption and measurable impact.
• Serve as a trusted advisor to stakeholders and peers, identifying operational risks and opportunities with data-backed recommendations.
• Provide forward-looking capacity and staffing strategies based on evolving client volumes, AI containment rates, and service model changes.
• Partner with finance and recruiting to build resource plans that align with automation-driven efficiencies and future skill needs.
• Support executive decision-making through clear, consultative storytelling rooted in analytics and operational insight.
• Mentor Capacity Managers, developing their analytical, technical, and consultative capabilities.
• Foster a culture of curiosity, adaptability, and continuous learning within the operations organization.
• Collaborate across Delivery, IT, and Product teams to ensure aligned, end-to-end operational outcomes.

Requirements

• 3+ years in workforce or operations consulting within a customer care or shared services environment
• Proven ability to interpret operational data and translate insights into actionable strategies
• Advanced proficiency in Excel and strong analytical problem-solving skills
• Excellent communication, presentation, and stakeholder engagement skills
• Demonstrated adaptability in fast-changing business or technology landscapes
• Experience with AI-driven or automated workforce management tools (e.g., Genesys Cloud, NICE, Verint, Tableau)
• Background in AI readiness, automation design, or digital transformation initiatives
• Certification or experience in Agile project management or change leadership

Tech Stack

• Cloud
• Tableau

Benefits

• Variety of health coverage options
• Wellbeing and support programs
• Retirement plans
• Vacation and sick leave
• Maternity, paternity & adoption leave
• Continuing education and training
• Several voluntary benefit options