Senior Manager - Digital Contacts Center Transformation - Consulting Firm - IIM/ISB/FMS/MDI

Digital Contacts Center Transformation- Sr Manager

Exp- 12-16 yrs

Work location- Any

Looking for candidates from Big4 Consulting Company only

Diversity Hiring - Female/PwD/Person with disability /women

Position Requirements:

Job Description:

- Work with client engagement teams executing contact center transformation projects and independently lead workstreams to help develop and execute strategies for the client's value realization

- Drive Contact Center diagnostics incl. current state assessment, framing and validating hypothesis, opportunity sizing, business case and future state roadmap

- Ideate digital solution design and implementation to refine business case and assumptions, lead transformation management office to execute the CC/CX transformation program

- Understanding of outsourcing/ vendor strategy including vendor management and contract assessment

- Steer critical design thinking and analysis on how enterprises can drive value by reconstructing customer experience models and harnessing the power of next-gen technology

- Understanding of CC/CX enabling technologies like IVR, Chatbot, AI/ ML/ Advanced Analytics to improve efficiency, drive incremental revenue and cost savings; design and implementation PMO experience would be an additional bonus

- Lead business and practice development efforts (e.g., proposals, thought leadership, case studies, work plans and internal team metric trackers)

- Coach and motivate team members to support an atmosphere of growth, trust, diverse perspectives, creativity, and innovation.

- Lead and nurture teams, identify opportunities for growth, be adept at upwards and downward stakeholder management, develop a positive and effective work environment

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

Professional and Educational Background:

- MBA or equivalent post-graduate degree from a Tier-1 business school

- Past experience in management/ strategy consulting domain or CC/ CX transformation experience while working in

Industry is preferred:

- Past experience in managing a team / strong stakeholder management experience