Title : Vice President / Associate Vice President - Business Transformation ( Contact Center ) - BPO / ITeS

Location : Mumbai

Role & Responsibilities :

- Contact Center Transformation Lead will lead strategic initiatives to reinvent customer service operations across global contact centers. This role demands deep expertise in transformation strategy, operational excellence, and technology enablement (including AI, cloud platforms, and omnichannel orchestration). The ideal candidate will drive measurable improvements in customer experience, cost efficiency, and agent productivity.

- In this role, you will be expected to develop transformation vision, assess vision feasibility and capability gaps, plan journey management. Also, translate economic trends into industry competitive advantage, transform a business to enable profitable & sustainable growth.

- Develop transformation vision, assess vision feasibility and capability gaps, plan journey management. Translate economic trends into industry competitive advantage, transform a business to enable profitable & sustainable growth.

- 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

Educational Qualification & Work Experience :

- PG / MBA with 15+ years of 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

- 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 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