Share your Resume directly on career@placewell.com OR share your resume through WhatsApp – 9675804544
Highlights:
15.00 – 30.00 Years
30.00 – 51.00 INR (Lacs)/Yearly
Full-time
Full-time
Skills
contact center
Transformation
Roles & Responsibility
• Experience in contact center operations and transformation, with at least 5 years in a senior leadership role
• Proven track record of delivering large-scale transformation programs across industries
• Expertise in CRM and contact center platforms (Genesys, Salesforce, Dynamics 365)
• Experience working with offshore delivery centers (e.g., Cebu, Bangalore, Chennai)
• Familiarity with regulatory and compliance frameworks in customer service environments
• Exposure to strategic planning, budgeting, and risk management in transformation programs
• Ability to manage multiple stakeholders
• Ability to handle disputes
• Ability to meet deadlines
• Ability to perform under pressure
• Problem-solving skills
• Strong understanding of AI, analytics, and digital customer experience technologies
• Excellent communication, stakeholder management, and change leadership skills
Roles and Responsibilities: • Lead end-to-end transformation programs across contact center operations, including operating model redesign, process optimization, and digital enablement
• Define and implement future-state customer journeys, touchpoints, and workflows
• Drive adoption of AI-first contact center models, including CCaaS platforms and conversational AI
• Oversee deployment of platforms such as Genesys, Amazon Connect, Salesforce, or Microsoft Dynamics 365
• Collaborate with IT and architecture teams to ensure scalable and secure implementations
• Establish governance frameworks for performance tracking, workforce management, and quality assurance
• Lead initiatives to reduce AHT, improve first-call resolution, and optimize agent-to-supervisor ratios
• Partner with CX, HR, and delivery teams to align transformation goals with business outcomes
• Present transformation roadmaps and impact assessments to executive leadership and clients
• Build and mentor high-performing transformation teams across geographies
• Drive capability development and succession planning for future leaders
Any Graduation,Master of Business Administration
Requirements
• Experience in contact center operations and transformation, with at least 5 years in a senior leadership role
• Proven track record of delivering large-scale transformation programs across industries
• Expertise in CRM and contact center platforms (Genesys, Salesforce, Dynamics 365)
• Experience working with offshore delivery centers (e.g., Cebu, Bangalore, Chennai)
• Familiarity with regulatory and compliance frameworks in customer service environments
• Exposure to strategic planning, budgeting, and risk management in transformation programs
• Ability to manage multiple stakeholders
• Ability to handle disputes
• Ability to meet deadlines
• Ability to perform under pressure
• Problem-solving skills
• Strong understanding of AI, analytics, and digital customer experience technologies
• Excellent communication, stakeholder management, and change leadership skills
Roles and Responsibilities: • Lead end-to-end transformation programs across contact center operations, including operating model redesign, process optimization, and digital enablement
• Define and implement future-state customer journeys, touchpoints, and workflows
• Drive adoption of AI-first contact center models, including CCaaS platforms and conversational AI
• Oversee deployment of platforms such as Genesys, Amazon Connect, Salesforce, or Microsoft Dynamics 365
• Collaborate with IT and architecture teams to ensure scalable and secure implementations
• Establish governance frameworks for performance tracking, workforce management, and quality assurance
• Lead initiatives to reduce AHT, improve first-call resolution, and optimize agent-to-supervisor ratios
• Partner with CX, HR, and delivery teams to align transformation goals with business outcomes
• Present transformation roadmaps and impact assessments to executive leadership and clients
• Build and mentor high-performing transformation teams across geographies
• Drive capability development and succession planning for future leaders
Any Graduation,Master of Business Administration
Share your Resume directly on career@placewell.com OR share your resume through WhatsApp – 9675804544
