Associate Director - Contact Centre Transformation-Mumbai/Pune - GO/JC/589/2025

The ideal candidate for the position of Associate Director - Contact Center Transformation in Mumbai/Pune should have a minimum of 15+ years of experience. They should possess expertise in Digital Transformation, Contact Centre Transformation, and CX Transformation for both international and mix of domestic & international processes. The role involves managing multiple accounts across various domains such as CRM, Tech, aviation, Retail, and travel, focusing on voice services predominantly, complemented by non-voice services. A successful candidate must have a strong background in Lean methodologies, Process re-engineering, and the deployment of AI solutions. Proficiency in deploying solutions like Voice Bot, Chat Bots, Conversational bots, etc. is essential. Familiarity with the Scaled Agile Framework and experience in the contact center or BPO industry are also key requirements. Additionally, candidates with Six Sigma Greenbelt or Blackbelt certifications will be preferred. Possession of a PMP certification and OCM (Organizational Change Management) certification are advantageous. The role may require 5-day workweeks, extended hours, and support on an as-needed basis. Qualifications: - Role: Associate Director - Contact Centre Transformation - Industry Type: ITES/BPO/KPO - Functional Area: Contact Centre Transformation - Education: M.B.A - Employment Type: Full Time, Permanent Key Skills: - CEM TRANSFORMATION - CONTACT CENTRE - CONTACT CENTRE TRANSFORMATION - CX TRANSFORMATION Other Information: - Job Code: GO/JC/589/2025 - Recruiter Name: Hemalatha,