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.

Contact Center Efficiency Operations Lead Responsibilities:

• 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
• Performance Analytics & Reporting
• 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
• Process Reengineering
• Work with the team to eliminate non-value-added activities and streamline contact resolution workflows
• Design and deploy standardized procedures that minimize handling variation

Minimum Qualifications:

• 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

Preferred Qualifications:

• 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

About Meta:

Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today-beyond the constraints of screens, the limits of distance, and even the rules of physics.

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 [email protected].

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

Individual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base hourly rate, monthly rate, or annual salary only, and do not include bonus, equity or sales incentives, if applicable. In addition to base compensation, Meta offers benefits. Learn more about benefits at Meta.