Qualifications
Bachelor's degree/Post Graduate degree, LSS certification, Gen AI tech certifications are also preferred
Experience
- 6 - 8 years Overall Work experience
- BPO/GBS service industry experience
- 2 – 5 Yr experience in Transformation role
Skills and Experience Required
- Relevant experience in Digital Transformation, knowledgeable about automation tools and platforms used in contact center industry
- Hands on experience in process diagnostic study, VSM, lean techniques, brainstorm solutions
- Good analytical skills to drive meaningful conversations using insights from data
- Knowledge of GEN AI solutions, tactical automations is an added advantage
- Strong Communication and storytelling skills, should have experience in and be able to influence decisions
- Exposure to multiple Industry desired
- Hands-on with presentations for leadership reviews
Roles & Responsibilities
- Conduct detailed E2E assessments – Process discovery / mapping tech flows and identify bottlenecks, Process laggards etc linked to workflows & tech
- Identify digital transformation opportunities and bring best practices from existing relationships / accounts – Tool positioning will be key here
- Derive benefit quantification from the identified opportunities for management review
- Create a detailed solution document from the findings gathered for transformation / automation during assessments
- Drive awareness regarding transformation across delivery / support teams on regular basis
- Work with cross-functional teams on automation projects and ensure closure
- Drive Idea Innovation / value creation within delivery / support teams
