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The Operations Excellence Manager is responsible for improving operational efficiency, customer experience, and commercial performance across contact centre operations. The role uses data analysis, process improvement, and technology enablement to identify opportunities, implement change initiatives, and drive continuous improvement across programs.
This position works closely with Operations, Workforce Management, IT, Finance, and key stakeholders to ensure performance frameworks, operational processes, and customer journeys are optimized for scalability and long-term sustainability.
Optimization roles typically focus on analyzing operational performance data, identifying inefficiencies, and translating insights into measurable improvements in service levels, productivity, and customer experience.
Analyze operational performance across voice, email, chat, and back-office channels.
Identify inefficiencies in workflows, staffing models, and service delivery.
Develop optimization initiatives to improve metrics such as Average Handling Time (AHT), service levels, productivity, and cost efficiency.
Collaborate with operational leaders to implement performance improvement plans.
Develop dashboards and reporting frameworks to track key performance indicators such as customer satisfaction, service levels, resolution rates, productivity, and workforce utilization.
Translate complex operational data into clear, actionable insights for leadership teams.
Work closely with operations leaders to align on forecasting and capacity models that support workforce planning and demand management.
Lead process redesign initiatives using structured improvement frameworks such as Lean or continuous improvement methodologies.
Identify opportunities for automation and recommend technology enhancements.
Document standard operating procedures and support operational governance practices.
Analyze customer journeys and identify opportunities to improve resolution rates and overall service experience.
Use interaction reviews, analytics tools, and customer feedback to identify service improvement opportunities.
Collaborate with internal and external stakeholders to improve performance against customer experience metrics.
Lead the implementation of optimization initiatives, including new technologies, operational processes, or service delivery models.
Work with IT teams and technology partners to support the deployment of tools such as workforce management platforms, CRM enhancements, or automation solutions.
Ensure successful adoption through training, communication, and operational engagement.
Partner with cross-functional teams including Operations, HR, Workforce Management, IT, and Finance.
Support discussions regarding operational performance and improvement initiatives.
Present insights, recommendations, and progress updates to senior leadership.
Service level performance
Operational cost efficiency
Productivity improvement
Customer satisfaction improvements
Process and automation impact
Operational efficiency gains
Approximately 5-10 years of experience in contact centre operations, analytics, workforce management, or operational improvement roles.
Experience leading process improvement or operational transformation initiatives.
Experience working in complex or multi-program service environments is advantageous.
Advanced spreadsheet and data analysis skills.
Experience with business intelligence or reporting tools.
Familiarity with workforce management systems and operational analytics tools.
Knowledge of structured process improvement methodologies.
Strong stakeholder management and collaboration skills.
Data-driven decision making.
Strategic and analytical thinking.
Change management and transformation leadership.
At Curran Daly + Associates, we strongly believe that specialization provides greater reliability and accuracy when recommending candidates, as well as enhancing the quality and speed of service provided to clients and job-seekers.
Job ID: 144078451
