Cosette Network Pvt Ltd
Website:
cosettenetwork.com
Job details:
Role: Business Transformation Senior Manager
Location: Mumbai
Experience: 16–25 years
Qualification: Any Graduation / MBA
About the Role
Lead large-scale contact center transformation initiatives to enhance customer experience, improve operational efficiency, and drive sustainable growth. Define transformation vision, assess feasibility, and implement digital-first strategies leveraging AI, cloud, and omnichannel solutions.
Key Skills & Requirements
- Contact center transformation & operations leadership
- Digital transformation experience (AI, analytics, cloud, CX technologies)
- Customer retention & experience improvement strategies
- Six Sigma (Green Belt / Black Belt preferred)
- Expertise in CRM/CCaaS platforms (Genesys, Salesforce, Dynamics 365, Amazon Connect)
- Strong stakeholder management & leadership skills
- Strategic planning, budgeting & risk management
- Problem-solving, decision-making & ability to work under pressure
Responsibilities
- Lead end-to-end transformation programs (process, operating model, digital enablement)
- Drive AI-led contact center solutions (chatbots, automation, CCaaS)
- Improve KPIs like AHT, FCR, and agent productivity
- Collaborate with IT, CX, HR, and global teams
- Establish governance, performance tracking & quality frameworks
- Present transformation roadmaps to leadership and clients
- Build and mentor high-performing teams
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