Transformation Project Manager

Job Code # 144

Job Location-  Mumbai

Salary- 10 LPA to 18 LPA

Key skills-
a) More than 15+ years of overall experience and at least 7 years of managerial experience
b) Good to have : Black Belt, Agile, Risk management certifications, IT skills
c) Must have lead a team size of 20-30 people
d) Any Graduate

Job Description-
1. Desired Qualifications And certifications
l An engineering Graduate and or an MBA
l PMP or Prince certification
l Certification across next gen platforms such as Gen AI, Chat bots, AI/ML, Cloud or blockchain, etc.
l Lean Six Sigma Black belt certification
l Design Thinking, Safe agile certification, PMP or Prince 2 will be an advantage
2. Role objective
l To program manage Contact center transformation projects with ontime project delivery, proactive
risk management, timely communication and high client satisfaction.
l The scope of contact center transformation projects would involve implementation of Conversational
l AI and other Automation solutions, supporting and advising on enriching implementation of client
partnered CCaaS or Hyper scaler solutions, etc.
l Will be responsible for delivery of on time committed transformation solutions to the client.
l Will orchestrate, schedule and facilitate sessions to ensure active collaboration between client, company
and partner organizations for implementation of the committed solutions.
l Own and ensure delivery of the transformation business case and schedule committed to the clients.
l Effective project status and stakeholders’ communications.
l Overseeing and managing the project transformation team’s delivery and performance which would
include functional and technology experts.
3. Skills and experience
l Strong contact center techno functional resource or transition manager with 15 plus years of
experience. Deep understanding of contact center operations and metrics is preferred.
l Good interpersonal, presentation, and communication skills. Good PowerPoint skills and project
management skills is a must.
l Should be able to communicate with the CXO level stakeholders. Global client management
experience at the senior stakeholder level is a must.
l Should have handled or managed multiple contact center transformation projects implementation
l Well versed with project management techniques and reporting – PMP or Prince certification
preferred.
l Expertise in Agile methodology would be preferred
l Lean Six Sigma expertise would be an advantage
l Contact Center Technology & Know-how of industry renowned cognitive solution platforms is
preferred. Should be able to orchestrate recommend technology solutions implementation and work
with partners to get the technology solutions delivered.
l Experience of managing diverse teams with domain and techno functional skills.
l Experience in governance of solution delivery with various solution teams on quality, timelines, scope,
expected outcomes.
l Good to have : Black Belt, Agile, Risk management certifications, IT skills.