CEM Transition - Senior Manager/AGM

• Qualification: Minimum 15 years of regular, full-time education (10 + 2 + 3).

• 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.
• 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.

• Transition Management
• Migration
• Mobilization
• Transition Planning
• KT
• Call Centre
• CX Transition
• Contact Centre Transition
• Knowledge Transfer

• Call Centre Operations
• Customer service
• Transformation

Job Location: Mumbai, Hyderabad, Pune, Kolkata,Chakpachuria