Digital Transformation Supervisor

7 days ago


Gurgaon, Haryana, India Jobs for Humanity Full time

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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