Contact Center Consultant

Job Title: Senior Call Center Consultant

Location: US-remote

Job Type: Contract (12 months minimum) C2C/1099

Citizenship Status: US Citizen or Green Card Holder only at this time

About Us: Our client is a leading provider of innovative customer service solutions. We are dedicated to enhancing our clients' call center operations through cutting-edge technology and expert integration. We are seeking a highly experienced Call Center Technology Integration Leader to join our team and drive our next-generation call center initiatives.

Job Overview: We are looking for a senior professional with extensive experience in call center technology. The ideal candidate will have a deep understanding of call center KPIs, parameters, and operational nuances. This role requires a technologist who can seamlessly integrate and manage call center technologies, optimize agent scheduling, oversee mission control, and leverage analytics to improve operations. The successful candidate will be highly articulate and capable of engaging with business stakeholders to ensure alignment and successful project outcomes.

Key Responsibilities:

• Lead the integration of call center technology solutions, ensuring seamless implementation and operation.
• Understand and optimize call center KPIs, agent scheduling, mission control, and overall operations.
• Utilize analytics to monitor performance and identify areas for improvement.
• Collaborate closely with business stakeholders to align technology solutions with business needs.
• Provide technical and operational oversight, ensuring projects are delivered on time and within scope.
• Serve as a subject matter expert on call center technologies, providing guidance and support to the team.
• Manage and resolve technical issues related to call center operations.
• Develop and implement best practices for call center technology and operations.

Qualifications:

• Proven experience in integrating and managing call center technologies.
• Strong understanding of call center KPIs, agent scheduling, mission control, and analytics.
• Excellent communication and interpersonal skills, with the ability to articulate technical concepts to non-technical stakeholders.
• Demonstrated ability to manage complex projects and deliver results in a fast-paced environment.
• Strong problem-solving skills and attention to detail.
• Ability to work independently and as part of a team.

Preferred Skills:

• Experience with specific call center technologies and software (e.g., Avaya, Cisco, Genesys).
• Certifications in call center management or related fields.
• Experience in an Integration Lead role within a call center environment.