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| Job Location | Delhi |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | Recruitment Services |
| Functional Area | Sales Support / MIS |
| EmploymentType | Full-time |
Senior Manager/AVP - Contact Center, CALL CENTER, OMNICHANNEL, CUSTOMER SERVICE,CUSTOMER EXPERIENCE TRANSFORMATION ROLEJob opening for contact center Transformation and other role with Practice or Presales and solution in contact center domain for bpo/ ITES.Good exp in new emerging technologies like AI/ML/RPA/Analytics etc.Multiple locations are availableJD : Sr Manager, Manager and AVP-all are open- Develop practice pipeline & new offerings across CX - Domain Specific- Develop integrated CX Propositions across - Design- AI Cognitive - Cloud - Contact Center operations - Analytics- Research industry & competitor trends and build offerings & strategy to address customers challenges in logistics & distribution management areas- Understand and translate buyer requirements into a standard solution offering deal approach, solution plan, proposal and cost estimate leveraging standard process methods, deliverables, and the right collection of offerings- Participating in Solution Presentations, Client visits and showcasing capabilities and defending proposed solution and seeking client / stakeholder inputs for improving the solution.- Build alliances with platforms companies to build logistics & distribution solutions / offerings- Collaborating as a key member of the CX solution team supporting Value Design / Vertical / Sales teams to represent the solution offering to the client and other internal teams- Understand and define requisite inputs to create a solution, pricing, and commercial model- Work with other groups such as transition, sourcing, technology etc. to gather inputs that will be integrated into the solutions as well as the pricing- Undertake due diligence, meet customers, and fine-tune the solution based on findings- Coordinate and manage customer visits and prepare offering artifacts (documents, presentations, sheets)- Collaborate with the sales team to pitch the solution to the customer- Build relationships with analytics & advisors to position Wipro capabilities in marketSKILLS REQUIRED :- Strong domain expertise in CX Transformation Methodology with experience in managing delivery and/or pre-sales in contact center space- Should have Contact center experience across channels Voice - Chat - Social- Should be able to anchor solutions on CX and lead the discussions on solutions- Should have a deep understanding of Customers journeys and its impact on CX- Should be aware and have worked on CX Modernization approaches- Should be aware of new age technologies in CX and its influence on experience and left shift of volumes- Should be aware of the CX market needs,KPIs and metrics in contact center- Any experience in Domain consulting, Solutions or Presales is preferred- Strong interpersonal and influence management skills- Ability to work and communicate with people across organizational units and teams- Strong analytical skills with an ability to solve the problem with a win-win negotiable approach- Ability to lead people on large, multi-functional deals- Excellent communication & presentation skills- Aptitude for understanding technology- Deal with tight deadlines and work across different time zones- Independent decision makingCTC is best in the industry,
Keyskills :
financesalesltdmisaccountancystrong analytical skillsprinter fleet managementcontact center operationscontact center transformationstatements of work sow