Transformation Lead

Contact Centre Transformation Lead

The Transformation Lead manages multiple aspects of overall digitalization journey of client experience in Contact Center. A good understanding of the industry, direct competitors' products and services, is also necessary in order to contribute to the objectives of business priorities. Excellent communication skills required in order to negotiate internally, often at a senior level.

**General Responsibilities**:
Lead end-to-end project delivery and rollout of various transformation processes working closely with Operations partners, solution design team, development team, test team, integration partners and infrastructure team and regional team.
Own the project plan and delivery accountability and accurate status reporting to Senior Management Group.
Be in tune of the changing customer expectations from contact center and meet them with innovative solutions that increase customer satisfaction and decrease costs Ensure projects modules are delivered as per Citi's standards and to a given methodology, with strong focus on budget, compliance and forward compatibility.
Be able to distill large data sets to single line actionable insights for operation managers
Understand, learn and develop on different contact center tools and be key SMEs with hands on approach to problem solving.
Must be seen as the go to person for the project stream being managed with owner operator mindset.
Out of the box thinking, to identify and work around process design
Plan, coordinate and execute projects that are relevant to units within Client Contact Centre; projects may relate to Infrastructure system enhancement, workflow improvement or process integration on IVR and Eclipse
Manage all the change management requests from a contact center perspective and involve all relevant businesses and internal stakeholders including changes from business and/or product; document and ensure all changes are implemented smoothly with relevant training to the platform
Work with different stakeholders both within and outside of contact Centre (DM, Product Managers, Technology or other O&T units) to drive remarkable client experience
Drive and implement reengineering efforts within the department through innovation, system enhancement or process improvement
Represent Contact Centre in group meetings, conference calls and relevant discussions on project matters with the business, technology team, regional operations and other stakeholders
Work with line managers and training team to prepare training deck or communication piece on changes ready for implementation through training, eSOK and/or other communication means to ensure timely dissemination of information to users within the Contact Centre
Plan and manage large projects and major implementations for contact center including LEAN initiatives which includes status reporting and attending SMG meetings related to these projects

**Service Offload**: Contact Center looking forward to deactivate certain service offerings via Agents. Targeted services are ones which customer self-help and perform at various other channels such as IVR, ATM, CBOL/MBOL.

**Qualifications**:
**Key skill requirements**:
Proven track record in leading and managing projects across multiple teams and geographies.
Strong problem solving, analysis skills with good understanding of technology and Data analytics
Proven track record of working in dynamic and pressure environments
Excellent communication skills with the ability to present technical problems and concepts to a non-technical audience and leadership
Previous experience in Contact center is a benefit
Understanding of automation and visualizations tools such as VBA/Periscope/SQL are a plus
Management of day-to-day production exception issues such as first level troubleshooting of system.
Advance Microsoft office (EXCEL, Word, PowerPoint, and Visual Basics)
Preferred knowledge of contact center technology.

**Minimum Qualifications**:
A Bachelor Degree from a reputable institute
Strong knowledge on Data analytics and business process redesign
Technical background with proven track record of managing and projects, teams
Owner operator mindset, with demonstrable ability to be seen as a strong technology partner / Technology SME
Excellent oral, written and interpersonal skills
Strong Academic record or strong related internship / Co-op / Work experience
Time management skills and the ability to simultaneously work on multiple deliverables
Ability to thrive in a team-oriented, fast-paced environment

**Education**:
Bachelor’s/University degree or equivalent experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
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- **Job Family Group**: Customer Service
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- **Job Family**: Service
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- **Time Type**: Full time
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