Associate Director - Contact Centre Transformation-Mumbai/Pune

As an Associate Director - Contact Center Transformation in Mumbai/Pune, your role will involve managing multiple accounts across various domains such as CRM, Tech, aviation, Retail, and travel, with a focus on voice services predominantly, complemented by non-voice services. You should have a minimum of 15+ years of experience and expertise in Digital Transformation, Contact Centre Transformation, and CX Transformation for international and mix of domestic & international processes. Key Responsibilities: - Possess expertise in Lean methodologies, Process re-engineering, and deployment of AI solutions. - Proficiency in deploying solutions like Voice Bot, Chat Bots, Conversational bots, etc. - Familiarity with the Scaled Agile Framework and experience in the contact center or BPO industry. - Manage multiple accounts across various domains focusing on voice services predominantly. Qualifications Required: - M.B.A degree in relevant field. - Six Sigma Greenbelt or Blackbelt certifications preferred. - PMP certification and OCM (Organizational Change Management) certification advantageous. In addition to the above details, the job may require 5-day workweeks, extended hours, and support on an as-needed basis. The industry type for this role is ITES/BPO/KPO, with the functional area being Contact Centre Transformation. The employment type is Full Time and Permanent. If you have the skills in CEM Transformation, Contact Centre, Contact Centre Transformation, and CX Transformation, this role could be a great fit for you. Please note the following additional information: - Job Code: GO/JC/589/2025 - Recruiter Name: Hemalatha,