Digital Transformation Consultant

3 weeks ago


Cape Town, South Africa WNS Global Services Full time
Job Description

Delivering end-to-end contact center digital transformation projects for the client·

Market research across best-in class practices, contact center demands, evolving trends etc.·

Understand client digital transformation needs & consult/provide customized solutions, develop business case·

Well versed with process diagnostics, due-diligence, blueprinting activities etc. and savvy with PowerPoint and Excel 

Understand, propose and pitch the key levers/differentiators to the client·

Participation in special / strategic projects from time to time·

Excel in developing strong client dialogue, across all levels-

Experience in managing design thinking workshops to re-imagine customer journeys, future operating model, best in-class practices-

Experience in CX transformation opportunity identification, solutioning, comparative studies keeping in mind customer effort reduction, improve straight through processing-

Exposure to contact center economics through improved channel containment, right channeling methodology etc.


Qualifications

System working knowledge required:

Basic Computer Knowledge (Citrix, ADUC, Windows OS, basic internet and web-based applications)·

Language proficiency (English) - Good/ Excellent·

Black Belt Certified· Should possess good analytical skills, communication and negotiation skills.·

Excellent knowledge of Excel, Word, Power point & Minitab.·

Well versed with digital platforms across tools, technologies, automation, analytics etc.·

Strong team player who thrives when working in a fast paced, high energy and project oriented environment and accustomed to driving outcomes·

Action and results oriented, self-driven person with high energy level, analytical and structured, quality focused and adaptable· 


Additional Information

Flexible with regards to working hours and capable of domestic and international travel



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