**Summary:**

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.

**Required Skills:**

Contact Center Efficiency Operations Lead Responsibilities:

1. Reduce Average Handle Time through process engineering and agent coaching programs

2. Optimize First Contact Resolution to eliminate costly repeat contacts

3. Improve Schedule Adherence and minimize idle time across all shifts

4. Implement real-time monitoring systems to identify and address efficiency gaps immediately

5. Analyze cost-per-contact metrics and develop strategies to reduce operational expenses by 15-20%

6. Identify automation opportunities to deflect routine inquiries and reduce agent workload

7. Optimize workforce planning to minimize overtime costs while meeting service levels

8. Performance Analytics & Reporting

9. Conduct root cause analysis on time and cost drivers

10. Provide weekly efficiency reports with actionable recommendations to leadership

11. Establish predictive models for capacity planning and cost forecasting

12. Process Reengineering

13. Work with the team to eliminate non-value-added activities and streamline contact resolution workflows

14. Design and deploy standardized procedures that minimize handling variation

**Minimum Qualifications:**

Minimum Qualifications:

15. Bachelor's degree in Business, Operations, Industrial Engineering, or related field

16. 5+ years contact center operations experience with proven cost reduction achievements

17. Expert knowledge of contact center metrics (AHT, FCR, Schedule Adherence, Cost-per-Contact)

18. Demonstrated success reducing operational costs by minimum 10% in previous roles

19. Lean Six Sigma Green Belt or equivalent process improvement certification

**Preferred Qualifications:**

Preferred Qualifications:

20. Master's degree in Operations Management or Business Analytics

21. Black Belt certification in Lean Six Sigma

22. Experience with contact center automation technologies (RPA, AI/ML, chatbots)

23. Background in high-volume, cost-sensitive customer service environments

24. Financial modeling and business case development experience

25. Demonstrated ability to integrate AI tools to optimize/redesign workflows and drive measurable impact (e.g., efficiency gains, quality improvements)

26. Experience adhering to and implementing responsible, ethical AI practices (e.g., risk assessment, bias mitigation, quality and accuracy reviews)

27. Demonstrated ongoing AI skill development (e.g., prompt/context engineering, agent orchestration) and staying current with emerging AI technologies

**Public Compensation:**

$136,000/year to $195,000/year + bonus + equity + benefits

**Industry:** Internet

**Equal Opportunity:**

Meta is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Meta participates in the E-Verify program in certain locations, as required by law. Please note that Meta may leverage artificial intelligence and machine learning technologies in connection with applications for employment.

Meta is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at accommodations-ext@meta.com.