Accountabilities & Key Roles :
- Develop and execute the call center transformation roadmap aligned with business strategy.
- Redesign operating models, customer journeys, and service delivery frameworks.
- Lead initiatives to transition from traditional call centers into omnichannel customer engagement centers.
- Identify opportunities for automation, AI adoption, self-service, and process simplification.
- Enhance end-to-end customer journeys across voice, chat, email, social media, and digital channels.
- Drive service personalization and proactive customer engagement strategies.
- Improve efficiency through lean process redesign and performance management.
- Reduce average handling time while maintaining quality standards.
- Establish governance frameworks, KPIs, and transformation tracking mechanisms.
- Lead implementation of contact center technologies (CRM, AI assistants, speech analytics, workforce management, omnichannel platforms, RPA).
- Coordinate with IT, digital, and operations teams for system integration and delivery.
- Utilize analytics and customer insights to identify performance gaps and opportunities.
- Build dashboards and executive reporting for operational and transformation KPIs.
- Drive data-based decision making.
- Collaborate with business leaders, operations teams, IT, HR, and external vendors.
- Present transformation progress and strategic recommendations to executive management.
- Lead change management and communication initiatives.
- Lead cross-functional transformation teams and workstreams.
- Coach managers and operational leaders on transformation methodologies and best practices.
- Foster a culture of continuous improvement and innovation.
Job Requirements:
Education:
- Bachelor’s degree in Business Administration, Computer Science, Engineering, or related field.
- Master’s degree is a plus.
- PMP certification is preferred.
Experience:
- 8–15 years of experience in customer experience, digital transformation, or operational excellence.
- Proven experience leading large-scale transformation initiatives.
- Experience in banking, telecom, fintech, or large customer service environments is preferred.
Competencies:
- Digital transformation leadership.
- Strong analytical and data-driven decision-making skills.
- Expertise in customer experience and operational excellence.
- Project and change management.
- Technology implementation and integration.
- Stakeholder management and communication.
- Innovation and continuous improvement mindset.
