Call Center Operation Transformation Lead

Call Center Operation Transformation Lead

Join to apply for the Call Center Operation Transformation Lead role at Dicetek LLC

Leads operating model redesign, performance optimization, and service governance.

Responsibilities

• Redesign call center operating model
• Define SLAs, KPIs, dashboards, and governance framework
• Workforce planning and capacity modeling
• Quality assurance and escalation frameworks
• Customer journey optimization and cost control

Qualifications

• 8–12 years in contact center operations leadership

Seniority level

• Director

Employment type

• Contract

Job function

• Management and Manufacturing

Industries

• IT Services and IT Consulting

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