Job Description

• Leading large team across the globe for interaction ops – voice, chat, email and data
• Fully responsible for meeting business SLAs
• Support and drive the digital transformation agenda for clients
• Assess existing processes and technology to identify opportunities for the implementation of new CX methodologies with client stakeholders
• Creation of technical and resourcing business cases aligned to client objectives
• Present at SLT sessions on your existing and prospective new client engagements
• Design, plan and develop complex business solutions that include digital platform technologies and Intelligent Automation
• Manage a sales pipeline across the Customer Operations and CX offering
• Create digitally enabled solutions for prospective clients
• Collaborate across Capgemini practices to create industry leading solutions that provide clients with clear business outcome commitments
• Develop a team of CX Consultants, enabling them to spot opportunities for new business with existing and prospective clients
• Build strong internal and external networks to enable future CX opportunities
• Consult with internal stakeholders across sector verticals to drive existing and new client engagements
• Continuously engage with the latest Contact Centre technology and market insights to share across internal and external networks
• Attend networking events and CX conferences
• Utilise industry knowledge and Contact Centre/CX expertise to recommend ways of enhancing customer experience outcomes
• Develop and deliver solutions by responding to client RFI/RFP’s where Digital Transformation opportunities are present

Required Skills

• Business Consulting with Professional Service organization more than 15 years
• Large-scale BPO transformation and/or Professional Services experience
• Experience of solutions for Contact Centres and digital channels
• Ability to create a client proposal utilising various data points available
• Management of CX Consultants or Process Transformation/Improvement team
• Experience within commercial modelling and sizing
• Ability to create Contact Centre/CX solutions that support client objectives
• Understanding of the latest Technology trends in the Contact Centre and Digital Transformation markets
• Clear understanding of deflection and automation techniques within the Contact Centre and CX space
• Development of the relevant CX solutions for implementation – e.g. chat bot, conversational AI
• Cross-sector experience, including Financial Services, Manufacturing, Media & Entertainment, Retail and Technology based companies
• Experience in handling different kinds of Contact Centre process like inbound, outbound, sales & marketing campaigns, handling employee queries, customer support desk
• Experience in working on integrated Contact Centre environments consisting of technology for Delivery & Service Management, WFM, Learning, Reporting & Analytics and Quality
• Process Improvement methodologies
• A passion and desire to improve CX and support clients on their journey
• Experience improving customer journeys to improve CX outcomes
• Knowledge of simple automation principles; call deflection, webchat, conversational AI, chat bot
• Working knowledge of contact centers solutions (examples, but not limited to; Zendesk/AWS/Genesys Cloud/Nice)