Transformation & Improvement Specialist (AI & Process Optimization), Call Center Operations

At 411 Locals, we are looking for a highly skilled Transformation & Improvement Specialist to lead our call center operations. In this role, you will be responsible for driving process optimization and implementing cutting-edge AI solutions to enhance the efficiency and productivity of our call center. You will work closely with cross-functional teams to identify areas for improvement, design and implement solutions, and measure the impact of your initiatives. Key Responsibilities: - Analyze current call center processes and identify opportunities for optimization - Develop and implement AI-powered solutions to automate and streamline call center operations - Collaborate with the technology team to integrate new tools and technologies that improve agent performance and customer experience - Monitor and analyze key performance metrics to track the effectiveness of your initiatives - Train and coach call center agents on new processes and tools - Collaborate with the management team to develop and execute strategic initiatives that drive continuous improvement Requirements: - Minimum 5 years of experience in a call center operations or process improvement role - Strong expertise in AI and machine learning technologies, with the ability to design and implement custom solutions - Proven track record of driving process optimization and improving operational efficiency - Excellent problem-solving and analytical skills, with the ability to use data to inform decision-making - Effective communication and interpersonal skills, with the ability to work cross-functionally - Passion for continuous improvement and a commitment to delivering exceptional results

At 411 Locals, we are a global digital marketing agency that helps businesses thrive in the digital landscape. We offer a wide range of services, including paid media, search engine optimization, social media marketing, and website development. Our team of talented professionals is dedicated to delivering exceptional results for our clients.