WNS - VP/Lead Consultant - Contact Center Solutions

Job overview - Independently and with minimal supervision Lead, Design and sometimes architect best in class CIS solutions across any WNS verticals, which are innovative, transformational, cost effective and meet the clients- requirements.

Department - GTP Solutions - CIS Solutions

Location - Mumbai / Pune Weikfield /Gurgaon

Employment type - Full-time

Work experience / Qualifications - Minimum 10 years of work experience with at least 5 years of experience for contact centre work solution design

- Should know call centre basics, WFM, PNL and Operations principles

Key responsibilities:

 - Leading a team as well as perform individual contributor roles depending upon the business scenarios in the Solution scope

- Spending over 50% of the work time reviewing inputs and outputs of every deal from the team as per key timelines

- Ensuring already laid down processes are being followed and should be able to introduce new processes to improve efficiency, winnability and deliverability of the solution

- Ownership, responsibility and accountability for creating winning solutions individually as well as from her/his team members

- Manage stakeholders across functions that provide relevant inputs to the solution (pricing, technology, transition, etc.)

- End-to-end responsibility for conceptualizing and building high quality deliverables required during the sales cycle, including thought leadership. Typical deliverables include customized client presentations, response to RFP / RFI documents / pro-active proposals, etc.

- The role may also involve

- Participate in consulting / diagnostic studies / strategic projects

- Collateral development

- Lead, participate in client visits to various WNS locations

Skill-sets - Analytical mind-set - Ability to understand client requirements and architect the appropriate solution

- Ability to innovate and ideate

- Leadership Qualities

- Excellent English communication skills (written and verbal)

- Strong stakeholder management skills

- Ability to handle high pressure situations and multi-task

Travel Required - Yes. Based on the requirements of the deliverable.