CEM Transformation Director

Location: India
Discipline: Analytics
Job type: Permanent
Contact name: Manisha Jha

Contact email: manisha.jha@crescendogroup.in
Job ref: 38254
Published: 7 days ago

CEM Transformation Director (14-22 Years)-India

Location: India

Your future employer:

It is a global leader & an Indian multinational information technology services and consulting company with its headquarters in Mumbai. It operates in 150 locations across 46 countries. In July 2022, it had over 600,000 employees worldwide

Responsibilities:

 

  1. To lead and deliver CX transformation projects with tangible business outcomes like NPS improvement, Cost reduction, UX improvement, time to market improvement, etc. for a client or multiple clients

  2. Positioned as an Industry and business expert on contact center and will be an advisor to clients and internal Sales, Solution and delivery teams.

  3. Will have to develop CX transformation proposals and pitch to existing and new clients.

  4.  Build innovation ecosystem of 3rd party/COIN solutions and leverage organizations solutions to build integrated transformation proposals.

  5. Develop, own and deliver the transformation business case committed to the clients.

  6. Deliver consulting or transformation projects for clients to implement their digital strategy, channel deflection, etc.

  7. Lead and manage a team of contextual masters/SMEs, techno functional consultants, black belts and technology resources to deliver transformation projects.

 

Requirements:

  1. 18-20 years of experience with at least 12-15 years in contact center and at least 7-10 years in contact center transformation.

  2. ▪ Should have played the role of Master Black Belt or Transformation consultant or Head of contact center Operational Excellence, Process Re-engineering, Process Re design, etc.

  3. Experience in leveraging Business Process Consulting & Technology driven Transformation Frameworks for contact center operations.

  4. Exposure of transforming contact center operations cross multiple industries like Telecom, Media, Utilities, Manufacturing, Utilities, etc. is required

  5. Contact Center Technology & Know-how of industry renowned cognitive solution platforms is a must be. Should be able to independently recommend technology solutions and work with partners to get the technology solutions delivered.

  6. Deep understanding of contact center operations, metrics and should be able to articulate business value to the CXO level stakeholders.

  7. Client management experience at the senior stakeholder level is a must. Onshore experience would be preferred.

  8.  Should have practical execution experience of delivering transformation projects for contact center.

  9. Experience of managing diverse teams with domain and techno functional skills.

  10. Experience in governance of solution delivery with various solution teams on quality, timelines, scope, expected outcomes

  11.  Experience in supporting Pre-sales team in the form of responding to RFPs, RFIs, preparing proposals, presentations, creating research and business reports. Should be able to independently build and defend transformation proposals, etc.

  12. Good interpersonal, presentation, and communication skills. Good PowerPoint skills and ability to articulate to the CX level stakeholders is a must.

What is in it for you?

  • Fast track career growth

  • Opportunity to work with leading MNC

  • Market leading remuneration

  • Liaise extensively with stakeholders

 Reach Us:

If you think this is the right opportunity for you, feel free to apply or forward your application with your updated resume at Manisha.jha@crescendogroup.in for further discussions.

 

Disclaimer:

Crescendo Global is an ISO 9001:2015 certified Leadership Hiring consulting arm of Crescendo Group with expertise in mid to senior level niche recruitment.

We are passionate about empowering job seekers and employers with an engaging memorable job search and leadership hiring experience. Crescendo Global does not discriminate on the basis of race, religion, colour, origin, gender, sexual orientation, age, marital status, veteran status or disability status.

 

Keywords: Crescendo Global, Crescendo, Jobs in India, Jobs in Contact Centre Operations, Jobs in Business Process Consulting, Jobs in Customer Experience, Jobs in Digital Transformation, Jobs in BPS Transformation,Jobs in BPO,Jobs in BPM