Posted:-1 days ago|
Platform:
Work from Office
Full Time
He/She/They OR, the incumbent will have 18+ years experience with a large marketing shared services or marketing service provider with a strong project track record.
Intelligent Customer Operations practice within Capgemini Business Services.Leading a large team of customer interaction operations, you will deploy your team across a variety of engagements supporting new clients with their CX vision and future Contact Centre channel technology.Roles & responsiblities include:Leading large team across the globe for interaction ops voice, chat, email and dataFully responsible for meeting business SLAsSupport and drive the digital transformation agenda for clientsAssess existing processes and technology to identify opportunities for the implementation of new CX methodologies with client stakeholdersCreation of technical and resourcing business cases aligned to client objectivesPresent at SLT sessions on your existing and prospective new client engagementsDesign, plan and develop complex business solutions that include digital platform technologies and Intelligent AutomationManage a sales pipeline across the Customer Operations and CX offeringCreate digitally enabled solutions for prospective clientsCollaborate across Capgemini practices to create industry leading solutions that provide clients with clear business outcome commitmentsDevelop a team of CX Consultants, enabling them to spot opportunities for new business with existing and prospective clientsBuild strong internal and external networks to enable future CX opportunitiesConsult with internal stakeholders across sector verticals to drive existing and new client engagementsContinuously engage with the latest Contact Centre technology and market insights to share across internal and external networksAttend networking events and CX conferencesUtilise industry knowledge and Contact Centre/CX expertise to recommend ways of enhancing customer experience outcomesDevelop and deliver solutions by responding to client RFI/RFPs where Digital Transformation opportunities are present
Skills /Experience required
Business Consulting with Professional Service organization more than 15 yearsLarge-scale BPO transformation and/or Professional Services experienceExperience of solutions for Contact Centres and digital channelsAbility to create a client proposal utilising various data points availableManagement of CX Consultants or Process Transformation/Improvement teamExperience within commercial modelling and sizingAbility to create Contact Centre/CX solutions that support client objectivesUnderstanding of the latest Technology trends in the Contact Centre and Digital Transformation marketsClear understanding of deflection and automation techniques within the Contact Centre and CX spaceDevelopment of the relevant CX solutions for implementation e.g. chat bot, conversational AICross-sector experience, including Financial Services, Manufacturing, Media & Entertainment, Retail and Technology based companiesExperience in handling different kinds of Contact Centre process like inbound, outbound, sales & marketing campaigns, handling employee queries, customer support deskExperience in working on integrated Contact Centre environments consisting of technology for Delivery & Service Management, WFM, Learning, Reporting & Analytics and QualityProcess Improvement methodologiesA passion and desire to improve CX and support clients on their journeyExperience improving customer journeys to improve CX outcomesKnowledge of simple automation principles; call deflection, webchat, conversational AI, chat botWorking knowledge of contact centers solutions (examples, but not limited to; Zendesk/AWS/Genesys Cloud/Nice)
Capgemini
Upload Resume
Drag or click to upload
Your data is secure with us, protected by advanced encryption.
Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.
We have sent an OTP to your contact. Please enter it below to verify.
Instantly access job listings, apply easily, and track applications.
10.0 - 17.0 Lacs P.A.
55.0 - 70.0 Lacs P.A.
7.0 - 11.0 Lacs P.A.
kolkata, west bengal
Salary: Not disclosed
10.0 - 17.0 Lacs P.A.
3.0 - 7.0 Lacs P.A.
bengaluru
2.0 - 4.5 Lacs P.A.
7.0 - 12.0 Lacs P.A.
navi mumbai
Experience: Not specified
3.0 - 5.0 Lacs P.A.
2.0 - 3.5 Lacs P.A.
