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15-20 years
Associate Director - Contact Centre Transformation (15-20 yrs)
Golden Opportunities India
posted 1 day ago
Fixed timing
Key skills for the job
Job Title: Associate Director - Contact Centre Transformation
Location: Mumbai / Pune
Employment Type: Full Time, Permanent
Required Education: MBA (Preferred from a reputed institute)
Role Overview:
We are looking for a visionary and strategic Associate Director - Contact Centre Transformation to lead complex transformation programs across large-scale contact center operations. The role requires deep expertise in Digital & CX transformation, managing multi-domain BPO environments, and deploying next-gen technologies like AI-driven bots and automation.
Key Responsibilities:
- Lead end-to-end transformation initiatives across multiple accounts with a large employee base across domains like CRM, Tech Support, Aviation, Retail, and Travel.
- Drive digital transformation and process re-engineering for both voice and non-voice processes, ensuring superior customer experience and operational efficiency.
- Deploy AI-based solutions including Voice Bots, Chatbots, and Conversational AI platforms to enhance CX and reduce manual effort.
- Oversee multiple international and domestic contact center processes, ensuring best-in-class service
delivery standards.
- Champion Lean, Six Sigma, and Agile methodologies to drive operational excellence and cost optimization.
- Collaborate with clients and internal stakeholders to create transformation roadmaps aligned with business goals.
- Implement Scaled Agile Framework (SAFe) and other enterprise change models to accelerate transformation.
- Ensure robust governance, stakeholder alignment, and on-time execution of transformation charters.
- Support extended hours and deliver in a Work-from-Office (WFO) model.
Required Skills & Experience:
- 15+ years of experience in contact center/BPO transformation with a mix of international and domestic processes.
- Proven experience managing large teams, multiple accounts, and cross-functional transformation projects.
- Strong understanding of CX strategies, CEM transformation, and digital customer journey design.
- Hands-on deployment of AI-driven contact center solutions - Chatbots, Voice bots, Conversational AI, RPA tools.
- Working knowledge of Scaled Agile Framework (SAFe).
- Strong process improvement background using Lean/Six Sigma methodologies.
Certifications preferred:
- Six Sigma Green Belt / Black Belt
- PMP (Project Management Professional)
- OCM (Organizational Change Management)
Why Join Us?
- Be a key leader in driving high-impact transformation across leading global brands.
- Work on cutting-edge AI and CX technologies shaping the future of contact centers.
- Join a performance-driven, growth-focused environment with room for strategic influence and innovation.
Industry Type: ITES / BPO / KPO
Functional Area: Customer Experience / Contact Center / Transformation
Functional Areas: Other
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