Senior Manager - Contact Center Transformation - Consulting Firm

Contact Center Transformation -Consulting

Exp-11-16 years

- Female Hiring only

Work from office- Bangalore / Hyderabad / Kolkata /Mumbai

- DCS(Digital Contacts Solutions): Contact center transformation, Interactive Voice Response (IVR), Multi- channel self-service design, Call Center Applications, Call Center Solutions, Call Center Technologies, Omnichannel Strategy

Skills Preferred:

- Demonstrate proven industry and management consulting skills while working collaboratively with business stakeholders and project teams to deliver measurable results

- Experience with short to long term business strategy, opportunity identification, current state diagnostics, business cases, roadmap design, digital-led process, functional and/ or enterprise-level transformation

- Consulting/ Industry experience in Contact Center/ Customer Experience transformation is preferred

- Understanding of CC/ CX enabling technologies like IVR, Chatbot, Conversational AI etc. is desirable

- Appreciation and passion for design-thinking, critical problem solving and a curiosity for understanding the latest in business + technology

- Ability to marry quantitative and qualitative analysis into meaningful storyboards and insights

- Structured verbal and written communication skills, strong facilitation and presentation skills

- Team leadership and proven experience in ownership and accountability of a large team/ BU

- Strong stakeholder and project management skills