Customer Care Operations Consultant (Temporary) - Virtual

Alight Solutions

3d • Remote

About The Position

At Alight, we believe a company’s success starts with its people. At our core, we Champion People, help our colleagues Grow with Purpose and true to our name we encourage colleagues to “Be Alight.” Our Values: Champion People – be empathetic and help create a place where everyone belongs. Grow with purpose – Be inspired by our higher calling of improving lives. Be Alight – act with integrity, be real and empower others. It’s why we’re so driven to connect passion with purpose. Alight helps clients gain a benefits advantage while building a healthy and financially secure workforce by unifying the benefits ecosystem across health, wealth, wellbeing, absence management and navigation. With a comprehensive total rewards package, continuing education and training, and tremendous potential with a growing global organization, Alight is the perfect place to put your passion to work. Join our team if you Champion People, want to Grow with Purpose through acting with integrity and if you embody the meaning of Be Alight. Learn more at careers.alight.com. 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.

Requirements

• 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.

Responsibilities

• 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.

Benefits

• We offer programs and plans for a healthy mind, body, wallet and life because it’s important our benefits care for the whole person.
• Options include a variety of health coverage options, wellbeing and support programs, retirement, vacation and sick leave, maternity, paternity & adoption leave, continuing education and training as well as several voluntary benefit options.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed