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Meta Logo Meta · IT - Administration

Contact Center Efficiency Operations Lead

United States, Austin Employment contract 136000.00 - 195000.00 USD / Year · Job Posted April 27, 2026
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Job Description

The Contact Center Efficiency Operations Lead will drive assertive cost reduction and operational efficiency across our customer service operations. This role focuses on optimizing time-based metrics, eliminating operational waste, and maximizing ROI through data-driven process improvements. The successful candidate will deliver measurable cost savings while maintaining or improving customer satisfaction.

Job Responsibility

  • Reduce Average Handle Time through process engineering and agent coaching programs
  • Optimize First Contact Resolution to eliminate costly repeat contacts
  • Improve Schedule Adherence and minimize idle time across all shifts
  • Implement real-time monitoring systems to identify and address efficiency gaps immediately
  • Analyze cost-per-contact metrics and develop strategies to reduce operational expenses by 15-20%
  • Identify automation opportunities to deflect routine inquiries and reduce agent workload
  • Optimize workforce planning to minimize overtime costs while meeting service levels
  • Conduct root cause analysis on time and cost drivers
  • Provide weekly efficiency reports with actionable recommendations to leadership
  • Establish predictive models for capacity planning and cost forecasting
  • Work with the team to eliminate non-value-added activities and streamline contact resolution workflows
  • Design and deploy standardized procedures that minimize handling variation

Requirements

  • Bachelor's degree in Business, Operations, Industrial Engineering, or related field
  • 5+ years contact center operations experience with proven cost reduction achievements
  • Expert knowledge of contact center metrics (AHT, FCR, Schedule Adherence, Cost-per-Contact)
  • Demonstrated success reducing operational costs by minimum 10% in previous roles
  • Lean Six Sigma Green Belt or equivalent process improvement certification

Nice to have

  • Master's degree in Operations Management or Business Analytics
  • Black Belt certification in Lean Six Sigma
  • Experience with contact center automation technologies (RPA, AI/ML, chatbots)
  • Background in high-volume, cost-sensitive customer service environments
  • Financial modeling and business case development experience
  • Demonstrated ability to integrate AI tools to optimize/redesign workflows and drive measurable impact (e.g., efficiency gains, quality improvements)
  • Experience adhering to and implementing responsible, ethical AI practices (e.g., risk assessment, bias mitigation, quality and accuracy reviews)
  • Demonstrated ongoing AI skill development (e.g., prompt/context engineering, agent orchestration) and staying current with emerging AI technologies

What we offer

  • bonus
  • equity
  • benefits
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