Transformation Manager

Roles and Responsibilities

Technology & AI Leadership

• Lead the design, development, and deployment of AI-driven solutions (e.g., chatbots, intelligent virtual assistants, predictive analytics, speech and sentiment analysis) to optimize operations and client delivery.
• Drive automation initiatives using RPA (Robotic Process Automation), workflow orchestration, and integration of digital tools across multiple service lines.
• Champion the adoption of advanced analytics, machine learning, and data science to uncover operational insights, forecast trends, and enable data-driven decision-making.
• Evaluate, select, and implement new technology platforms and AI tools tailored for environments (e.g., workforce management, quality assurance automation, customer interaction analytics).
• Collaborate with IT, data engineering, and business teams to ensure seamless integration of tech/AI solutions into existing processes.
• Stay current with emerging technologies and AI trends, and proactively recommend innovative solutions to enhance service delivery and efficiency.
• Knowledge about Agentic AI.

Process Excellence

• Apply Lean Six Sigma and process improvement methodologies to identify, analyze, and optimize key workflows, ensuring alignment with Tech/AI initiatives.
• Conduct process assessments using digital process mapping and data analytics to pinpoint inefficiencies and recommend improvements.
• Track and report on the impact of Tech/AI interventions, including ROI, operational KPIs, and client satisfaction metrics.
• Mentor teams on best practices in process excellence, with a focus on integrating technology and AI into continuous improvement efforts.

Qualifications

• Bachelors degree in Engineering, Computer Science, Information Technology, Business, or related field.
• Lean Six Sigma trained (Green Belt or higher preferred).
• Minimum 3 years’ experience in Contact Center Transformation, with a proven track record of leading Tech/AI transformation projects.
• Deep expertise in automation, AI/ML platforms, and analytics tools relevant to Contact Centers (e.g., Power BI, speech analytics).
• Strong project management skills, especially in Tech/AI implementation.
• Excellent communication and stakeholder management skills, with the ability to translate technical concepts for non-technical audiences.
• Passion for innovation and a proactive approach to driving digital transformation.

Interested candidates can share their application on diksha.gupta1@teleperformance.com