Job Description

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Job Role - Associate Director – Contact Center Transformation

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About the Role

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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.

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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.

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Key Responsibilities

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- Lead and mentor a team of consultants delivering customer service transformation initiatives.
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- Develop and execute end-to-end transformation roadmaps for clients.
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- Lead complex transformation and process improvement programs across multiple accounts and domains.
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- Drive process re-engineering, digital transformation, and intelligent automation initiatives.
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- Identify opportunities to leverage RPA, IVR, analytics, cognitive technologies, and AI to improve customer service operations.
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- Experience with Chatbots, Voice-bots, Cognitive Technologies & Customer Service / Contact Center Transformation.
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- Lead implementation of AI-enabled conversational solutions ,



including chatbots, email bots, social bots, and knowledge bots.
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- Manage multiple workstreams, stakeholders, dependencies, risks, and transformation outcomes in a matrix environment .
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- Partner with senior client stakeholders to define transformation strategy, priorities, business cases, and implementation plans.
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- Drive continuous improvement using Lean/Six Sigma methodologies.
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- Track program performance, advantages realization, and overall transformation impact.
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Qualifications

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- Bachelor's degree in Computer Science, Engineering, Business, or a related discipline .
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- 14+ years of experience in transformation, change management, consulting, or digital/technology-enabled business improvement.
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- 6+ years of Program Management experience , preferably in a complex matrix organization.
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- Proven experience leading large-scale customer service/contact center transformation programs .
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- Experience managing multiple client accounts, domains, or transformation workstreams .
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- Strong experience in process re-engineering and digital transformation .
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Interested candidates please inbox your resume at [email protected]

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📌 Associate Director (Bengaluru)
🏢 MNC Group
📍 Bengaluru