Associate Director

Job Description

· Delivering end-to-end contact center digital transformation projects for global clients · Running consulting engagements with Client CXOs and delivering on revenue targets · Building curated transformation solutions for prospective and existing clientsMarket research across best-in class practices, contact center demands, evolving trends etc. · Manage end to end pre-sales activities for digital transformation– identify opportunity, pitch the right digital solution, solution building, business case creation etc. · Developing and creating collateral, new capabilities working closely with cross-function teams (internal and external)Understand client digital transformation needs & consult/provide customized solutions, develop business case · Well versed with process diagnostics, due-diligence, blueprinting activities etc. and savvy with PowerPoint and ExcelUnderstand, propose and pitch the key levers/differentiators to new/existing customers for transformation journey · Participation in special / strategic projects from time to timeExcel in developing strong client dialogue, across all levels- Experience in managing design thinking workshops to re-imagine customer journeys, future operating model, best in-class practices · Experience in CX transformation opportunity identification, solutioning, comparative studies keeping in mind customer effort reduction, improve straight through processing ·Exposure to contact center economics through improved channel containment, right channeling methodology etc.