CEM Transition - Senior Manager/AGM - Mumbai, Hyderabad, Pune, Kolkata
Location: Pune, Hyderabad, Mumbai, Chakpachuria • Level: Senior Level • Openings: 1 • Type: Full-time
Job description
Job Details
Job Title: CEM Transition – Senior Manager/AGM
Job Location: Mumbai, Hyderabad, Pune, Kolkata
Work Model: Work from Office
Candidate Expectations
Candidate should have 10+ years of experience in Transition
Candidate Location-Anywhere in India
Candidate Industry (BPO / KPO / GBS / GCC / GSS /
Captive Shared Services)
Education and Certification
Qualification: Minimum 15 years of regular, full-time
education (10 + 2 + 3)
Detailed Job Description
Roles and Responsibilities:
Transition experience with 10+ years & above &
Experience CEM (CX, Contact Centre Transition)
Transition
Ownership: Part of the team to analyses client business processes and develops
transition plan for identified processes.
Drives
Transition Planning and ensures execution of all activities as per agreed
methodology and timelines
Drives the
technology implementation & end to end transition solution
Tracks and monitor onboarding of required resources and
their related KT/ training
Tracks
risks & helps develop appropriate business continuity plans &
communicates the same to stakeholders
Collaborate
with all internal teams to ensure all deliverables are met (Sourcing, Tech,
Infra, Delivery, Quality)
Educate DD/KT Leads on the requirements and expectation to ensure the objective of DD/KT is met
Ensures completion of transition tollgate documents and related artefacts with support from Delivery
Educate DD/KT Leads on the requirements and expectation to ensure the objective of DD/KT is met
Ensures completion of transition tollgate documents and related artefacts with support from Delivery
Sets up
weekly Program reviews and Steering Committee reviews based on agreed cadence
and ensure robust transition governance
Monitors
through effective dashboards and implementing adequate measures to maximize
customer satisfaction levels during the transition phase
Overall
responsible for the seamless transition of the program
Other Remarks
Flexible working in any shifts.
Documents Mandatory- Personal, Academic and professional
Key Skills
Mandatory Key Skills: Transition Management, Migration,
Mobilization, Transition Planning, KT, Call Centre, CX Transition, Contact Centre Transition, Knowledge Transfer
Good to Have Skills: Call Centre Operations, Customer
service, Transformation
Job ID: 1988