Digital Contact Center Transformation Manager (Focus on CPRD sector)
Digital Contact Center Transformation Manager (Focus on CPRD sector)
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Principle Duties and Responsibilities
As a Digital Contact Center Transformation Consultant within Capgeminis Business Services Global Business Line the following set of responsibilities and duties exists. Deliver agile strategies recommendations and solutions that will overall improve our clients Contact Center experience and outcomes. Constantly promoting Capgeminis Digital Customer Operations (DCO) Digital Employee Operations (DEO) and Digital Learning Operations (DLO) practice its principles while leveraging our assets. Specifically within our DCO offering our Contact Center Transformation Consultants along with improving the customer experience will drive to adjust and manage our clients efforts to move an omnichannel touchless operating model. Additionally engage our clients in rethinking their process and Contact Center administration operations to drive the best experience at an optimal cost. With Capgeminis intelligent automation our consultants help our clients to make the best use of their technology investments through a range of intelligent automation solutions with front office live chats chatbot and knowledge portals to back office Robotic Process Automation (RPA) offerings.
You will partner with clients in to develop and deliver Operating Models that will improve Contact Center administrative operations efficiencies. Support detail assessments design sessions design and build requirements support development and implementation of the to-be Contact Center organization processes and strategies to leverage Digital Service Management platforms such as Zendesk ServiceNow Salesforce and others.
Minimum 5 years of external consulting experience or other relevant experience related to successful delivery of Contact Center Transformation and Operations in the CPRD sector.
Minimum 10 years of experience working in multi-client BPO provider with Service Management platforms such as ServiceNow Zendesk Tethr Cisco Avaya WFM and Salesforce
Bachelors Degree or equivalent experience required. Ability to independently understand and transition into Capgeminis methodologies and approaches. Support sales cycle with RFP/RFI/RFQ development. Demonstrated ability to influence at all levels of management. Strategic thinker who understands the ever-changing Contact Center market. Demonstrated ability to transition Contact Center Services to Onshore Nearshore and Offshore BPO delivery centers. Ability to build develop and implement and engage in new service delivery approaches; possibly different from the status quo. Comfort in identifying and communicating complex problems; takes an analytical and creative approach with problem solving. Develop strong working relationship with key client stakeholders at the Regional/Global level wile proactively addressing client needs. Proven experience in managing large complex transformation in an BPO environment. Energetic passionate highly self-motivated collaborative organized individual driven to execute flawlessly in a fast-paced ever changing dynamic environment. Experienced with creating thoughtful presentations in clear action driven and outcome-oriented ways. Ability to meet travel requirements where needed.
Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race national origin gender identity/expression age religion disability sexual orientation genetics veteran status marital status or any other characteristic protected by law.
This is a general description of the Duties Responsibilities and Qualifications required for this position. Physical mental sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed provided that such accommodations do not pose an undue hardship.
Click the following link for more information on your rights as an Applicant - Capgemini
Capgemini is a global leader in consulting digital transformation technology and engineeringservices. The Group is at the forefront of innovation to address the entire breadth of clients opportunities in the evolving world of cloud digital and platforms. Building on its strong 50-year heritage and deep industry-specific expertise Capgemini enables organizations to realize their business ambitions through an array of services from strategy to operations. Capgemini is driven by the conviction that the business value of technology comes from and through people. Today it is a multicultural company of 270000 team members in almost 50 countries. With Altran the Group reported 2019 combined revenues of 17billion.
Visit us at. People matter results count.
Required Experience:
Manager
Employment Type
Full-Time
