Contact Center Efficiency Operations Lead

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 - Esta...