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Customer Service and Contact Center Transformation Specialist
2 weeks ago
The Role:
We are seeking a Transformation Leader to spearhead our strategic initiative for Customer Service & Contact Center excellence in Financial Services.
As a key member of our team, you will be responsible for leading large-scale transformations, developing and executing sales strategies, and building strong relationships with clients.
Your role will require you to drive revenue growth, shape deals, and advise clients on developing strategic vision and operating models for customer service and contact center transformations.
- Lead large-scale contact center transformations
- Develop and execute sales strategies to penetrate the Digital marketing business across Financial Service customers in APAC
- Build CXO relationships and work closely with account teams
- Advise clients on developing strategic vision, operating models, and roadmaps for customer service and contact center transformations
- Work with Capgemini practice and account teams to shape complex deals, assist with deal proposals and deal closing
You will also be responsible for developing and nurturing business partnerships in the region that amplifies our got-to-market proposition and value to the customer.
Key Skills and Qualifications:- Strong understanding of contact center operations and proven ability in delivering large-scale transformations
- Demonstrated deal shaping experience for large contact center transformation deals
- Strong understanding of the disruptions in this space and how AI is reshaping it
- Experience in developing new operating models, processes, change, training, and communication plans
- Strong understanding of contact center strategy and execution to drive efficient and effective operations
We are looking for a seasoned professional with a passion for driving transformation and delivering results. If you have a track record of success in contact center transformation and are looking for a new challenge, we encourage you to apply.
