Contact Center Transformation Lead

Location: Harrisburg, PA
Position Type: Remote
Contract Length: 9/1/26-3/31/28

Position Overview:

Our client is seeking a Contact Center Transformation Lead to direct the Contact Center Operations and Service Design workstream and lead the transformation of a State-run health insurance marketplace’s contact center operating model. This role is responsible for assessing the current vendor environment, designing future-state customer interaction workflows and call flows, developing workforce and staffing models, and establishing quality and performance management frameworks.

The Lead oversees process design, knowledge management, and operational launch planning to ensure the contact center is prepared for go-live and sustained service delivery. This role ensures that operational requirements are reflected in system configurations and integrations while supporting post-launch optimization to improve customer experience and operational performance.

Responsibilities:

• Lead Contact Center Design 
• Contact center operations transformation
• Process design and workflow mapping
• Quality and performance management
• Knowledge management and documentation
• Operational launch planning
• Conduct comprehensive assessment of vendor environment
• Perform risk analyses and mitigation planning
• Create call / workflow mapping and process design
• Create staffing plans and workforce management planning
• Establish performance and task management targets
• Develop quality processes
• Develop customer satisfaction and NPS criteria
• Create policy and procedure documentation
• Design change management planning for workforce transition
• Develop operational launch checklist
• Continue development of client knowledge base
• Develop robust knowledge management processes
• Support go-live activities
• Provide knowledge transfer support
• Recommend operational enhancements post-launch

Required Skills/Experience

• 8+ years contact center operations leadership
• Healthcare contact center experience (ACA / Medicaid preferred)
• Workforce management expertise
• Knowledge of contact center metrics
• Contact center metrics and KPIs
• Volume forecasting and capacity planning
• Customer satisfaction and NPS measurement
• Experience with high-volume contact centers
• Process mapping and workflow design