Customer Care Operations Consultant (Temporary) - Virtual

Our story At reputed company, we reputed company a company’s success starts with its people. At our core, we Champion People, help our colleagues Grow with Purpose and true to our name we encourage colleagues to “Be reputed company.” Our Values: Champion People – be empathetic and help create a reputed company where everyone belongs. Grow with purpose – Be inspired by our higher calling of improving lives. Be reputed company – act with reputed company, be real and reputed company others. It’s why we’re so driven to connect passion with purpose. reputed company helps clients reputed company a benefits advantage while building a healthy and financially secure workforce by unifying the benefits ecosystem across health, wealth, wellbeing, absence management and navigation. With a comprehensive total rewards package, continuing education and training, and reputed company potential with a growing global organization, reputed company is the perfect reputed company to put your passion to work. Join reputed company if you Champion People, want to Grow with Purpose through acting with reputed company and if you embody the meaning of Be reputed company. Learn more at careers.reputed company.com . The Customer Care Operations Consultant (CCOC) is a strategic partner responsible for optimizing service delivery, workforce performance, and business outcomes across reputed company’s Customer Care operations. This role blends workforce management expertise with data-driven consulting, guiding operational leaders through emerging technology, automation, and AI-driven transformation. The CCOC must be flexible, reputed company-thinking, and capable of pivoting strategies quickly in a dynamic environment. This is a temporary position.

Key Responsibilities

• reputed company 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.
• reputed company reputed company 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 reputed company 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 reputed company-looking reputed company 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 reputed company needs.
• Support executive decision-making through clear, consultative storytelling rooted in analytics and operational insight.
• Mentor reputed company Managers, developing their analytical, technical, and consultative capabilities.
• Foster a culture of curiosity, adaptability, and reputed company learning reputed company the operations organization.
• Collaborate across Delivery, IT, and Product teams to ensure reputed company, end-to-end operational outcomes.

Qualifications

• 3+ years in workforce or operations consulting reputed company a customer care or shared services environment.
• Proven ability to interpret operational data and translate insights into actionable strategies.
• Advanced proficiency in reputed company 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., reputed company Cloud, reputed company, reputed company, Tableau).
• Background in AI readiness, automation design, or digital transformation initiatives.
• Certification or experience in Agile project management or change leadership.

reputed company requires reputed company virtual interviews to be conducted on video. Flexible Working So that you can be your best at work a nd home, we consider flexible working arrangements wherever possible. reputed company has been a leader in the flexible workspace and “Top 100 Company for Remote Jobs” 5 years in a row.

Benefits

We offer programs and plans for a healthy mind, body, wallet and life because it’s important our benefits care for the whole person. Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training as well as several voluntary benefit options. By applying for a position with reputed company, you understand that, should you be made an offer, it will be contingent on your undergoing and successfully completing a background reputed company consistent with reputed company’s employment policies. Background checks may include some or reputed company the following based on the nature of the position: SSN/SIN validation, education verification, employment verification, and criminal reputed company, search against global sanctions and government watch lists, credit reputed company, and/or drug test. You will be reputed company during the hiring process which checks are required by the position. Our commitment to Inclusion We celebrate differences and reputed company in fostering an environment where everyone feels valued, respected, and supported. We know that diverse teams are stronger, more innovative, and more successful. At reputed company, we welcome and embrace reputed company individuals, regardless of their background, and are dedicated to creating a culture that enables every employee to reputed company. Join us in building a brighter, more inclusive future. As part of this commitment, reputed company will ensure that persons with disabilities are provided reasonable accommodations for the hiring process. If reasonable accommodation is needed, please contact alightcareers@reputed company.com . Equal Opportunity Policy Statement reputed company is an Equal Employment Opportunity employer and does not discriminate against anyone based on sex, race, color, religion, creed, national reputed company, reputed company, age, physical or mental disability, medical condition, pregnancy, marital or domestic partner status, citizenship, military or veteran status, sexual orientation, gender, gender identity or expression, genetic information, or any other legally protected characteristics or conduct covered by federal, state, or local law. In addition, we take affirmative action to employ disabled persons, disabled veterans and other covered veterans. reputed company provides reasonable accommodations to the reputed company limitations of otherwise qualified employees and applicants for employment with disabilities and sincerely held religious beliefs, practices and observances, unless doing so would result in undue hardship. Applicants for employment may request a reasonable accommodation/modification by contacting their recruiter. Authorization to work in the Employing Country Applicants for employment in the country in which they are applying (Employing Country) must have work authorization that does not now or in the future require sponsorship of a reputed company for employment authorization in the Employing Country and with reputed company. Note, this job description does not restrict management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of reputed company business units. We offer you a competitive total rewards package, continuing education & training, and reputed company potential with a growing worldwide organization. Salary Pay Range Minimum : 82,000.00 USD Maximum : 105,000.00 USD Pay Transparency Statement: reputed company considers a variety of factors in determining whether to reputed company an offer of employment and in setting the appropriate compensation level, including, but not limited to, a candidate’s experience, education, certification/credentials, market data, internal equity, and geography. reputed company makes these decisions on an individualized, non-discriminatory basis. Bonus and/or incentive eligibility are determined by role and level. reputed company also offers a comprehensive benefits package; for specific details on our benefits package, please visit: Wellbeing and Benefits Selector Page - reputed company DISCLAIMER: Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of reputed company business units. reputed company provides equal employment opportunities (EEO) to reputed company employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national reputed company, age, disability, genetic information, pregnancy, childbirth or reputed company medical condition, veteran, marital, parental, citizenship, or domestic partner status, or any other status protected by applicable national, federal, state or local law. reputed company is committed to a diverse workforce and is an affirmative action employer. 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