CEM Transformation Director (14-22 Years)-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
18-20 years of experience with at least 12-15 years in contact center and at least 7-10 years in contact center transformation.
▪ 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.
Experience in leveraging Business Process Consulting & Technology driven Transformation Frameworks for contact center operations.
Exposure of transforming contact center operations cross multiple industries like Telecom, Media, Utilities, Manufacturing, Utilities, etc. is required
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.
Deep understanding of contact center operations, metrics and should be able to articulate business value to the CXO level stakeholders.
Client management experience at the senior stakeholder level is a must. Onshore experience would be preferred.
Should have practical execution experience of delivering transformation projects for contact center.
Experience of managing diverse teams with domain and techno functional skills.
Experience in governance of solution delivery with various solution teams on quality, timelines, scope, expected outcomes
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.
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
If you think this is the right opportunity for you, feel free to apply or forward your application with your updated resume at email@example.com for further discussions.
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