Digital Transformation Supervisor
7 days ago
Job Title: Digital Transformation Supervisor
About the Role:
We are seeking a highly skilled Digital Transformation Supervisor to join our team at Jobs for Humanity. As a key member of our organization, you will be responsible for leading a global team of Business Intelligence Data Analysts and working closely with software development and DBA teams to enable the capture and storage of key data points.
Key Responsibilities:
- Manage, coach, and lead a high-performing global team of Business Intelligence Data Analysts
- Work with software development and DBA teams to enable the appropriate capture and storage of key data points
- Engage with the Client Service Manager regarding service management reporting
- Deliver consulting services in Digital transformation, performance improvement, and business transformation
- Produce and distribute service management reports at the required frequency
- Analyze customer KPI performance and develop improvement plans
- Responsible for the successful delivery of contact centre improvement recommendations
- Develop presentations and present consulting recommendations to Senior Executive Sponsors and Executive Level leadership
Requirements:
- Minimum 10-12 years of total experience in back office, including leadership and management of business operations or Business Intelligence/Digital Transformation projects
- Worked as a Consultant level with minimum 4+ years of experience in Business Intelligence/Analytics Implementation/Digital Transformation
Preferred Experience:
- Experience with contact centre Workforce Management, Intelligent Routing, IVR, and ACD logic flow
- Operational excellence and client services experience in Back office/Contact centre industry specifically in Digital Transformation
- Experience in handling different kinds of Contact Centre process solutions
- Experience in working on leading service desk platforms
- Multi-Domain experience with contact centre Performance Management, Back Office Management, Process Automation, etc.
- Business Intelligence skills with experience in working on integrated contact centre environment
- Flexible to work in shift 24/7/365 availability
What We Offer:
We offer a competitive salary with attractive benefits, a multifaceted job with a high degree of responsibility, a modern work environment, and a dedicated and motivated team.
Privacy Statement:
FIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients.
Sourcing Model:
Recruitment at FIS works primarily on a direct sourcing model.
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