InP - Implementation-Conversion Manager - L1

InP - Implementation-Conversion Manager - L1

FIS Global Business Solutions India Private Limited
8-12 years
Not Specified

Job Description

Position Type : Full time
Type Of Hire : Experienced (relevant combo of work and education)
Education Desired : Bachelor of Commerce/Business
Travel Percentage : 0%
Contact Center Process Transformation (8-12 Years)
The ideal candidate brings a strong mix of consulting, sales, and operations experience to be positioned strongly to lead customers through Contact Center, CX and Digital transformations.The Consultant is responsible for partnering with FIS Account Executives in leading consulting projects in the areas of CX Transformation, Digital Transformation, OCR & Intelligent Routing Solutions, and Workforce Management analysis and process improvement with NICE clients etc.Additionally, responsible for helping clients drive value realization and increased system adoption through Change Management and Governance enablement.The Consultant will Manage client relationships and individual engagements with a strong focus on operational excellence and establishing strategic visions.Will have a high level of accountability at the individual level and provide service that exceeds client needs.
Job Description
  • 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\u2019 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\u2019s 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) \u2013 24/7/365 availability, including willingness to work on weekends, and outside of the \u201Cstandard\u201D 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 \u201Cdirect-line\u201D 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 and skill set in line with changing business demands

  • Minimum 8-10 years\u2019 experience in a contact center environment, including leadership & management of call center operations or transformation projects
  • Worked as Consultant level with 5yrs experience + 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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Sourcing Model
Recruitment at FIS works primarily on a direct sourcing model a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.

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