Consultant - Dgtl. Trnf.

Overview

Delivering end-to-end contact center digital transformation projects for the client. Conduct market research on best-in-class practices, evolving contact center trends, and client demands. Understand client digital transformation needs and consult / provide customized solutions; develop business cases. Well-versed with process diagnostics, due-diligence, blueprinting activities, and proficient with PowerPoint and Excel. Propose and pitch the key levers / differentiators to the client. Participate in special / strategic projects as needed. Excel in developing strong client dialogue across all levels. Experience in managing design-thinking workshops to re-imagine customer journeys and the future operating model using best-in-class practices. Experience in CX transformation opportunity identification, solutioning, and comparative studies, with a focus on customer effort reduction and improving straight-through processing. Exposure to contact center economics through improved channel containment, right-channeling methodologies, etc.

Responsibilities

Note : The original description lists responsibilities within the overview. The core responsibilities include leading CX transformation initiatives, consulting with clients, conducting workshops, developing business cases, and driving improvements in customer experience and operating models.

Qualifications

Minimum academic qualification : College Graduates (15 Years). Education proofs to be submitted at the time of joining / offers.

System working knowledge required : Basic computer knowledge (Citrix, ADUC, Windows OS, basic internet and web-based applications).

Language proficiency : English – Good / Excellent.

Lean Certification : Should possess good analytical skills, communication and negotiation skills.

Technical Skills : Excellent knowledge of Excel, Word, PowerPoint & Minitab. Well-versed with digital platforms across tools, technologies, automation, analytics, etc.

Soft Skills : Strong team player who thrives in a fast-paced, high-energy, project-oriented environment; capable of driving outcomes; action and results oriented; self-driven with high energy; analytical and structured; quality-focused and adaptable. Flexible and capable of domestic and international travel.

Remote Work

Remote Work : Yes

Employment Type

Employment Type : Full-time

Key Skills

• Sales Experience
• Direct Sales
• Hyperion
• Financial Services
• Financial Concepts
• Banking
• Oracle EBS
• Securities Law
• PeopleSoft
• Oracle
• Financial Management
• Workday

Experience

Experience : years

Vacancy

Vacancy : 1

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