Care Center Transformation Manager

About the role

The Care Center Transformation Manager will lead the evolution of our call centre into a modern, omnichannel customer engagement hub. This senior role partners with business, IT and operations to design and implement a transformation roadmap that aligns with strategic objectives.

Key responsibilities

• Develop and execute a comprehensive transformation roadmap for the call centre.
• Redesign operating models, customer journeys and service delivery frameworks across voice, chat, email, social and digital channels.
• Identify and implement automation, AI, self‑service and process simplification opportunities.
• Lead the deployment of contact‑center technologies such as CRM, AI assistants, speech analytics, workforce management, omnichannel platforms and RPA.
• Establish governance, KPIs and dashboards to track transformation progress and performance.
• Collaborate with IT, digital, HR and external vendors for system integration and delivery.
• Drive data‑based decision making using analytics and customer insights.
• Lead change‑management, communication initiatives and coach managers on transformation methodologies.

Required profile

• Bachelor’s degree in Business Administration, Computer Science, Engineering or related field (Master’s a plus).
• PMP certification preferred.
• 8–15 years of experience in customer experience, digital transformation or operational excellence.
• Proven track record of leading large‑scale transformation programmes, preferably in banking, telecom or fintech.
• Strong analytical, stakeholder‑management and continuous‑improvement mindset.

Required skills

• CRM platforms
• AI assistants
• Speech analytics
• Workforce management tools
• Omnichannel engagement platforms
• Robotic Process Automation (RPA)
• Analytics and dashboard creation