Contact Center Operations & Optimization Consultant
Málaga, AN, Spain Hybrid
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About the role
We are seeking a Contact Center Operations & Optimization Consultant to lead the next phase of transformation by defining and driving the operational strategy that converts our contact center investment into measurable business outcomes. This is a strategic, business-facing role rather than a technical implementation position. You will not be responsible for platform configuration. Instead, you will assess current operations, define the future-state operating model, and build a roadmap of process, workforce, and capability improvements. Internal and partner technical teams will execute the implementation, while you will own the operational vision, business case development, stakeholder alignment, and adoption strategy.
What you'll bring
- Performance management
- Workforce management
- Operational governance
- 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
- Self-service and channel strategy
- Quality assurance and coaching
- Customer journey design
- 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.