- Delivering end-to-end contact center digital transformation projects for the client· Market research across best-in class practices, contact center demands, evolving trends etc.· Understand client digital transformation needs & consult/provide customized solutions, develop business case· Well versed with process diagnostics, due-diligence, blueprinting activities etc. and savvy with PowerPoint and Excel· Understand, propose and pitch the key levers/differentiators to the client· Participation in special / strategic projects from time to time· Excel in developing strong client dialogue, across all levels- Experience in managing design thinking workshops to re-imagine customer journeys, future operating model, best in-class practices- Experience in CX transformation opportunity identification, solutioning, comparative studies keeping in mind customer effort reduction, improve straight through processing- Exposure to contact center economics through improved channel containment, right channeling methodology etc.
Qualifications
· Minimum academic qualification : College Graduates (15 Years) basis our specific role requirement, education proofs to be submitted at the time of joining/offers· System working knowledge required: Basic Computer Knowledge (Citrix, ADUC, Windows OS, basic internet and web-based applications)· Language proficiency (English) - Good/ Excellent· Lean Certified· Should possess good analytical skills, communication and negotiation skills.· Excellent knowledge of Excel, Word, Power point & Minitab.· Well versed with digital platforms across tools, technologies, automation, analytics etc.· Strong team player who thrives when working in a fast paced, high energy and project oriented environment and accustomed to driving outcomes· Action and results oriented, self-driven person with high energy level, analytical and structured, quality focused and adaptable· Flexible and capable of domestic and international travel