Contact Center Program Lead

RED Global are working with a large customer based in India. Our customer is a large Business Enterprise providing core professional services.

Project Details:

Role: Contact Center Program Lead

Start date - ASAP

Duration - 12 months initial contract + possible extension.

Job Location: India

Capacity: 5 Days/Week

Mode: Remote

Language - Fluent English.

Key Responsibilities:

• Own the end-to-end delivery of strategic programs, from initiation through closure, ensuring alignment with organizational objectives.
• Define program roadmap, success metrics, and governance structure, and regularly report progress to senior leadership.
• Lead and mentor project managers and team members, fostering a culture of collaboration, accountability, and continuous improvement.
• Past Experience in driving and implementing projects in Contact center transformation on technologies such as CCaaS, Conversational AI, Email automation, OCR/ICR, Chatbots, Agent assist, Chat and Voice interaction summarization and Reporting and Dashboarding.
• Past Experience in delivering projects on Salesforce and Google CCAI as a platform for transformation
• Identify and manage program-level risks, issues, dependencies, and changes, proactively mitigating impacts
• Coordinate across functional teams, business units,client and client vendors to achieve program goals.
• Ensure effective stakeholder communication, engagement, and alignment throughout the program lifecycle.
• Monitor budgets, resource allocation, and program performance, taking corrective actions where needed.
• Drive adoption of best practices, standards, and frameworks (e.g., Agile, PMO methodologies) to improve delivery efficiency and outcomes.
• Manage a portfolio of 8 to10 projects simultaneously along through a team of project managers

pdebnath@redglobal.com