Contact Center Efficiency Operations Lead

Benefits

Parental leave

Not verified

Non-birth-parent leave

Not verified

Family-building benefits

• Fertility benefits: Not verified
• Adoption assistance: Not verified
• Surrogacy assistance: Not verified

Mental health support

Not verified

Relocation assistance

Not verified

Childcare support

Not verified

Learning budget

Not verified

Verification

Not verified checked Jun 7, 2026

Salary

$136K-$195K From the posting source

401(k) match

Reported from DOL Form 5500 industry filing (not employer-specific)

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Market context

U.S. role benchmark (BLS OEWS)

$78,856 U.S. median for this role

Projected growth (BLS Employment Projections)

+0.8% - Slower

110% above the BLS role benchmark for customer success aggregate.

Matched to SOC 11-1021 - Customer Success aggregate by role bucket.

Source: U.S. Bureau of Labor Statistics, OEWS, May 2024 and Employment Projections, 2024-2034.

Role

Role function

Customer Success From the posting source

Seniority

Senior From the posting source

Schedule

Shift type

Not verified

Weekend work

Not verified

Company

Equity

Offered Verified - SEC 10-K source

Application

Cover letter

Not verified

Assessment

Not verified

Deadline

Not stated

Where they hire

State eligibility is not yet verified.

About this role

Contact Center Efficiency Operations Lead Austin, TX; Burlingame, CA; New York, NY 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. 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

Read the full description at www.metacareers.com. FewerJobs shows a preview and links to the original posting.