Role Summary
We are seeking a Senior CX Operations Consultant with extensive experience in customer
support operations, operating model design, and customer experience transformation. The ideal
candidate will possess deep expertise in contact center operations, process optimization,
workforce planning, and service delivery excellence.
This role will work closely with operations, delivery, quality, workforce management, training,
technology, and transformation teams to design scalable operating models, improve operational
performance, and drive continuous improvement initiatives across customer support functions.
Key Responsibilities Operations Excellence.
Assess existing customer support operations and identify opportunities to improve service
delivery, operational efficiency, and customer experience.
Design and implement scalable operating models across voice, chat, email, social media,
and digital support channels.
Develop standardized operating procedures, governance frameworks, and service
delivery models.
Drive operational excellence initiatives focused on productivity, quality, compliance, and
customer satisfaction.
Establish and monitor key operational metrics, dashboards, and performance reporting.
Process Improvement & Transformation
Lead process improvement initiatives using industry best practices and continuous
improvement methodologies.
Identify opportunities to streamline workflows through automation, AI, and digital
enablement.
Develop transformation roadmaps to enhance operational performance and customer
experience.
Recommend and implement best practices across workforce management, quality
assurance, knowledge management, and service delivery.
Support change management initiatives to ensure successful adoption of new processes
and operating models.
Customer Experience Consulting
Job Description
Conduct operational assessments and customer journey reviews to identify service
improvement opportunities.
Analyze operational data and performance trends to recommend actionable
improvements.
Improve customer experience by driving initiatives that enhance CSAT, NPS, First
Contact Resolution (FCR), Average Handle Time (AHT), Service Levels (SLAs), and
overall service quality.
Benchmark operational performance against industry standards and recommend
continuous improvement initiatives.
Cross-Functional Collaboration
Partner with operations, delivery, workforce management, quality, training, IT, and
transformation teams to implement operational improvements.
Support the implementation of new processes, technologies, and service delivery
frameworks.
Ensure operational readiness for new programs, transitions, and process enhancements.
Facilitate workshops and knowledge-sharing sessions to promote operational best
practices across teams.
Required Skills
Strong expertise in customer support operations and contact center management.
Experience in operating model design, service delivery, and business process
improvement.
Strong understanding of P&L management, budgeting, forecasting, financial planning,
cost optimization, margin improvement, and commercial performance management.
Deep understanding of workforce management, quality assurance, governance, and
performance management.
Experience driving operational transformation and continuous improvement initiatives.
Strong knowledge of contact center metrics including CSAT, NPS, FCR, AHT, SLA,
productivity, quality, and utilization.
Familiarity with AI, automation, and digital technologies in customer support operations.
Excellent analytical, stakeholder management, problem-solving, and communication
skills.
Advanced proficiency in PowerPoint, Excel, and reporting tools.
