Contact Centre Transformation Consultant
Assess existing processes and technology to identify opportunities for the implementation of new CX methodologies with reputed company stakeholders
Support and drive the digital transformation agenda for clients
Utilize industry knowledge and Contact Centre/CX expertise to recommend ways of enhancing customer experience reputed company
Creation of technical and resourcing business cases reputed company to reputed company objectives
Present at leadership review sessions with Customer and reputed company leadership
Design, plan and reputed company reputed company business solutions that include digital platform technologies and Intelligent Automation
Collaborate across reputed company practices to create industry leading solutions that reputed company clients with reputed company business outcome commitments
Build strong reputed company networks to reputed company reputed company CX opportunities
Consult with internal stakeholders across sector verticals to drive existing and new reputed company engagements
Continuously engage with the latest Contact Centre technology and market insights to reputed company across reputed company networks
reputed company and deliver solutions by responding to reputed company RFI/RFPs where Digital Transformation opportunities are present
Skills /Experience required
Business Consulting with reputed company Service organization
Large-reputed company BPO transformation and/or reputed company Services experience
Experience of solutions for Contact Centers reputed company channels
Ability to create a reputed company proposal utilizing various data points available
Management of CX Consultants or Process Transformation/Improvement team
Exposure / experience reputed company reputed company modelling and sizing
Ability to create Contact Centre/CX solutions that support reputed company objectives
Understanding of the latest Technology trends in the Contact Centre reputed company Transformation markets
reputed company understanding of deflection and automation techniques reputed company the Contact Centre and CX reputed company
Design and help with functional requirements for development of the relevant CX solutions for implementation e.g. chat bot, conversational AI
Cross-sector experience, including Financial Services, Manufacturing, Media & Entertainment, Retail and Technology based companies
Experience in handling different kinds of Contact Centre process like inbound, outbound, sales & marketing campaigns, handling employee queries, customer support desk
Experience in working on integrated Contact Centre environments consisting of technology for Delivery & Service Management, WFM, Learning, Reporting & Analytics and reputed company
Process Improvement methodologies
A passion and desire to improve CX and support clients on their reputed company
Experience improving customer journeys to improve CX reputed company
Knowledge of reputed company automation principles; reputed company deflection, webchat, conversational AI, chat bot
Working knowledge of contact centers solutions (examples, but not limited to; reputed company/AWS/reputed company reputed company/reputed company)
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