CEM Transition - Manager/Senior Manager/AGM-Kolkata
Location: Chakpachuria
• Experience: Senior Level
• Openings: 4
Job description
Job Title: CX - Contact Center operations - Transition- Manager/Senior Manager- Kolkata
Job
Description:
Transition experience with 10+ years
& above & Experience CEM (CX, Contact Center 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