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Role Description

The Customer Care Operations Consultant (CCOC) is a strategic partner responsible for optimizing service delivery, workforce performance, and business outcomes across Alight’s Customer Care operations. This role blends workforce management expertise with data-driven consulting, guiding operational leaders through emerging technology, automation, and AI-driven transformation. The CCOC must be flexible, forward-thinking, and capable of pivoting strategies quickly in a dynamic environment. This is a temporary position.

• Oversee daily contact center operations, ensuring KPIs (Service Level, AHT, Occupancy, Adherence) are met and continuously optimized.
• Identify and reduce non–value-added work, leveraging automation and predictive tools to improve efficiency.
• Lead continuous improvement initiatives to streamline workflows through integration of AI-enabled forecasting, scheduling, and analytics systems.
• Partner with cross-functional teams to standardize best practices and drive consistency across global operations.
• Evaluate and pilot emerging AI and automation technologies that enhance customer and agent experience.
• Collaborate with Operations Technology & Transformation to integrate AI-driven workforce management tools, ensuring scalability and ethical use of data.
• Translate complex AI insights into actionable staffing, performance, and resource strategies.
• Serve as a change leader during automation or technology rollouts, ensuring smooth adoption and measurable impact.
• Serve as a trusted advisor to stakeholders and peers, identifying operational risks and opportunities with data-backed recommendations.
• Provide forward-looking capacity and staffing strategies based on evolving client volumes, AI containment rates, and service model changes.
• Partner with finance and recruiting to build resource plans that align with automation-driven efficiencies and future skill needs.
• Support executive decision-making through clear, consultative storytelling rooted in analytics and operational insight.
• Mentor Capacity Managers, developing their analytical, technical, and consultative capabilities.
• Foster a culture of curiosity, adaptability, and continuous learning within the operations organization.
• Collaborate across Delivery, IT, and Product teams to ensure aligned, end-to-end operational outcomes.

Qualifications

• 3+ years in workforce or operations consulting within a customer care or shared services environment.
• Proven ability to interpret operational data and translate insights into actionable strategies.
• Advanced proficiency in Excel and strong analytical problem-solving skills.
• Excellent communication, presentation, and stakeholder engagement skills.
• Demonstrated adaptability in fast-changing business or technology landscapes.
• Experience with AI-driven or automated workforce management tools (e.g., Genesys Cloud, NICE, Verint, Tableau).
• Background in AI readiness, automation design, or digital transformation initiatives.
• Certification or experience in Agile project management or change leadership.

Benefits

• Programs and plans for a healthy mind, body, wallet, and life.
• Variety of health coverage options.
• Wellbeing and support programs.
• Retirement plans.
• Vacation and sick leave.
• Maternity, paternity & adoption leave.
• Continuing education and training.
• Several voluntary benefit options.