About this role

Analyze performance metrics to identify areas for enhancement and operational effectiveness
Mentor and guide teams to enhance their skills and deliver quality results
Foster sturdy relationships with clients to understand their needs and expectations
Align project goals with overall business objectives

Bachelor's Degree
At least 8 years of experience in consulting and/or industry roles within customer service/contact centers
Master's Degree in Business Administration preferred
Demonstrating leadership in creative thinking and application of next-generation technology to contact center operations
Understanding of customer experience drivers and innovative strategies to meet customer needs
Supporting business development and practice growth initiatives
Building trusted client relationships and influencing stakeholders
Leading organizational change management customer adoption initiatives
Experience in clean sheet process design
Familiarity with Contact Center technology and tools such as CCaaS, Conversational AI, Agent Desktop, Omnichannel, Agent Assist and emerging digital AI/GenAI, and automation solutions
Possessing a proven track record of delivering measurable improvements in customer service

Senior Manager, Contact Center Transformation

Key skills