Associate Director - Contact Centre Transformation

Job Title: Associate Director - Contact Centre Transformation

Location: Mumbai / Pune

Employment Type: Full Time, Permanent

Required Education: MBA (Preferred from a reputed institute)

Role Overview:

We are looking for a visionary and strategic Associate Director - Contact Centre Transformation to lead complex transformation programs across large-scale contact center operations. The role requires deep expertise in Digital & CX transformation, managing multi-domain BPO environments, and deploying next-gen technologies like AI-driven bots and automation.

Key Responsibilities:

- Lead end-to-end transformation initiatives across multiple accounts with a large employee base across domains like CRM, Tech Support, Aviation, Retail, and Travel.

- Drive digital transformation and process re-engineering for both voice and non-voice processes, ensuring superior customer experience and operational efficiency.

- Deploy AI-based solutions including Voice Bots, Chatbots, and Conversational AI platforms to enhance CX and reduce manual effort.

- Oversee multiple international and domestic contact center processes, ensuring best-in-class service

delivery standards.

- Champion Lean, Six Sigma, and Agile methodologies to drive operational excellence and cost optimization.

- Collaborate with clients and internal stakeholders to create transformation roadmaps aligned with business goals.

- Implement Scaled Agile Framework (SAFe) and other enterprise change models to accelerate transformation.

- Ensure robust governance, stakeholder alignment, and on-time execution of transformation charters.

- Support extended hours and deliver in a Work-from-Office (WFO) model.

Required Skills & Experience:

- 15+ years of experience in contact center/BPO transformation with a mix of international and domestic processes.

- Proven experience managing large teams, multiple accounts, and cross-functional transformation projects.

- Strong understanding of CX strategies, CEM transformation, and digital customer journey design.

- Hands-on deployment of AI-driven contact center solutions - Chatbots, Voice bots, Conversational AI, RPA tools.

- Working knowledge of Scaled Agile Framework (SAFe).

- Strong process improvement background using Lean/Six Sigma methodologies.

Certifications preferred:

- Six Sigma Green Belt / Black Belt

- PMP (Project Management Professional)

- OCM (Organizational Change Management)

Why Join Us?

- Be a key leader in driving high-impact transformation across leading global brands.

- Work on cutting-edge AI and CX technologies shaping the future of contact centers.

- Join a performance-driven, growth-focused environment with room for strategic influence and innovation.

Industry Type: ITES / BPO / KPO

Functional Area: Customer Experience / Contact Center / Transformation