AVP - Contact Center Process Excellence

Job Description

Experience Range: 13+ Years Location: Hyderabad Skills: Transformations, Process Excellence, Operational Excellence, Process Re-engineering, Process Improvements, Continuous Improvements, RPA, Automation, Lean & Six Sigma Role Summary: Drive Transformations/ Process Excellence initiatives across any Customer Service/ Contact Center Operations. Led the automation program to meet requirements, manage UAT, and oversee go-live for specific accounts. Identify suitable processes for automation and develop business cases, project charters, and documentation (RPA assessments, BRD, use cases). Achieve targeted FTE benefits and assess business impacts. Collaborate with operations and customers to validate automation opportunities. Use statistical models and forecasting to predict volumes, capacity, and customer behavior. Apply data aggregation and mining techniques for insights through dashboards and reports. Manage multiple projects, address delays, and oversee project execution. Supervise and coach project teams, both client and internal. Handle client expectations, review deliverables, and support proposal creation and effort estimation. In case you wish to apply for the role, write to us today at manasvi.shinde@credencehrservices.com Show more Show less