Associate Director

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 work streams, 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 work streams   .
Strong experience in   process re-engineering and digital transformation   .

Interested candidates please inbox your resume at