Senior Manager - Contact Center Transformation

What are we looking for?

- Experience in contact center operations and transformation, with at least 5 years in a senior leadership role

- Proven track record of delivering large-scale transformation programs across industries

- Expertise in CRM and contact center platforms (Genesys, Salesforce, Dynamics 365)

- Experience working with offshore delivery centers (e.g., Cebu, Bangalore, Chennai)

- Familiarity with regulatory and compliance frameworks in customer service environments

- Exposure to strategic planning, budgeting, and risk management in transformation programs

- Ability to manage multiple stakeholders

- Ability to handle disputes

- Ability to meet deadlines

- Ability to perform under pressure

- Problem-solving skills

- Strong understanding of AI, analytics, and digital customer experience technologies

- Excellent communication, stakeholder management, and change leadership skills

Roles and Responsibilities:

- Lead end-to-end transformation programs across contact center operations, including operating model redesign, process optimization, and digital enablement

- Define and implement future-state customer journeys, touchpoints, and workflows

- Drive adoption of AI-first contact center models, including CCaaS platforms and conversational AI

- Oversee deployment of platforms such as Genesys, Amazon Connect, Salesforce, or Microsoft Dynamics 365

- Collaborate with IT and architecture teams to ensure scalable and secure implementations

- Establish governance frameworks for performance tracking, workforce management, and quality assurance

- Lead initiatives to reduce AHT, improve first-call resolution, and optimize agent-to-supervisor ratios

- Partner with CX, HR, and delivery teams to align transformation goals with business outcomes

- Present transformation roadmaps and impact assessments to executive leadership and clients

- Build and mentor high-performing transformation teams across geographies

- Drive capability development and succession planning for future leaders

- Any Graduation, Master of Business Administration