Implementation-Conversion Analyst Specialist - Senior

Job Description

Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor of Computer Science Travel Percentage : 0%Key Responsibilities

• Deliver consulting services in the area of contact center CX and Digital transformation, intelligent routing and Workforce Management performance improvement and business transformation, leveraging knowledge of industry best practices & proven practices using various FIS/3rd Party solutions
• Analyze new and existing customers KPI performance and develop contact center improvement plans
• Deliver services and solutions that create measurable value that leverage clients investment in CT technology thereby improving ROI as well as profit for CT Providers
• Responsible for successful delivery of contact center improvement recommendations resulting in highly satisfied, referenceable clients
• Develop presentations and present consulting recommendations to Senior Executive Sponsors and Executive Level leadership
• Work closely with FIS s teams like Knowledge Management, Quality Assurance, Learning, Workforce Management (WFM) and Reporting & Analytics to holistically help clients realize their outsourcing objectives.

Preferred Experience

• Proven operational excellence and client services experience in contact center industry specifically in Digital and CX transformation
• Cross domain experience includes Insurance & Financial Services, Manufacturing, Media & Entertainment and Technology based companies.
• Experience in handling different kinds of Contact Center process solutions like inbound, outbound, sales & marketing campaigns, handling employee queries, customer support desk
• Experience in working on leading service desk platforms like ServiceNow, Zendesk, Jira etc.

• Multi - Domain experience with contact center Performance Management; Back Office Management; Process Automation (Robotics); or Quality Management solutions/processes

• Experience in working on integrated contact center environment consisting of technology for Delivery & Service Management, WFM, Learning, Reporting & Analytics and Quality.
• Flexible to work in shift (If required only) 24/7/365 availability, including willingness to work on weekends, and outside of the standard work day.
• Minimum of 6 years of internal or external business consulting experience in a call center / contact center environment
• Must have experience with contact center Workforce Management, Intelligent Routing, IVR and ACD logic flow, Digital (OCR) routing
• Use of automation, analytics & other digital interventions to drive digitalization of call center / BPO operations

Primary Skill

• Six Sigma, Change Management, or other Process Improvement Discipline.
• Understanding of data transformation between solutions
• Proven ability to influence cross-functional teams without formal direct-line authority
• Excellent verbal, written communication, and presentation skills are a must
• Expertise in contact center reporting and analytics
• Experience of end-to-end client Service Delivery for contact center work involving voice operations, chat operations, emails, etc.
• Expertise in financial modeling (e.g., cashflows, TCO, ROI, breakeven analysis)
• Ability to identify process re-engineering requirements against end to end service provisioning.
• Deployment and implementation of digital transformation tools and technologies

Secondary Skill

• Should have done commercial modelling and Sizing
• Assisted the client organisation in rebalancing their workforce size and skill set in line with changing business demands

Qualifications

• Minimum 3-5 years experience in a contact center environment, including leadership & management of call center operations or transformation projects
• Worked as Consultant level with 3+yrs experience in Digital Transformation, Consulting, Process Improvement, Quality Analysis, Business transformation or Change Management

• Deep experience of having delivered consulting services personally and managing teams of business consultants
• Proven track record of effectively handling C-Level executive sponsors at large enterprise customers
• Solid solution design and PMO experience
• Combination of Sales & Consulting experience in a contact center space
• Digital CCaaS Transformation experience a Plus
• Enterprise software knowledge, direct experience with NICE solutions a Plus

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Keyskills :
call center operationsback office managementcontinuous improvement facilitationback officeservice deskstandard workcontact centersalesmarketingmediaentertainmentcall center