Hi,
Job Role - Associate Director – Contact Center Transformation
About the Role
We are seeking an experienced Associate Director – Contact Center Transformation to lead a team of consultants delivering customer service transformation and innovation programs across multiple client accounts and business domains.
The role will focus on defining and executing transformation roadmaps , driving process re-engineering, and leveraging automation, analytics, AI, and conversational technologies to improve customer experience, operational efficiency, and business outcomes.
Key Responsibilities
- Lead and mentor a team of consultants delivering customer service transformation initiatives.
- Develop and execute end-to-end transformation roadmaps for clients.
- Lead complex transformation and process improvement programs across multiple accounts and domains.
- Drive process re-engineering, digital transformation, and intelligent automation initiatives.
- Identify opportunities to leverage RPA, IVR, analytics, cognitive technologies, and AI to improve customer service operations.
- Experience with Chatbots, Voice-bots, Cognitive Technologies & Customer Service / Contact Center Transformation.
- Lead implementation of AI-enabled conversational solutions , including chatbots, email bots, social bots, and knowledge bots.
- Manage multiple workstreams, stakeholders, dependencies, risks, and transformation outcomes in a matrix environment .
- Partner with senior client stakeholders to define transformation strategy, priorities, business cases, and implementation plans.
- Drive continuous improvement using Lean/Six Sigma methodologies.
- Track program performance, benefits realization, and overall transformation impact.
Qualifications
- Bachelor's degree in Computer Science, Engineering, Business, or a related discipline .
- 14+ years of experience in transformation, change management, consulting, or digital/technology-enabled business improvement.
- 6+ years of Program Management experience , preferably in a complex matrix organization.
- Proven experience leading large-scale customer service/contact center transformation programs .
- Experience managing multiple client accounts, domains, or transformation workstreams .
- Strong experience in process re-engineering and digital transformation .
Interested candidates please inbox your resume at neeraj@mastermindnetwork.co.in