Hi,Job Role - Associate Director – Contact Center TransformationAbout the RoleWe 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 ResponsibilitiesLead 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.QualificationsBachelor'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.Solid experience in process re-engineering and digital transformation.Interested candidates please inbox your resume at [email protected]

📌 Associate Director (Maharashtra)
🏢 MNC Group
📍 Maharashtra