Lead - Tech Transformation/Senior Lead - Tech Transformation

About the role

The role is responsible for leading the Contact Centre function for DMS, driving process excellence, project delivery, strategic planning, technology transformation, and operational efficiency across all teleservice, call centre, and customer?facing contact operations. The role holder will be responsible for delivering tech transformation projects:

What you'll do

• A – Key Accountabilities for the Role
• Delivering key tech transformation projects
• 1. Creating sustainable, Reliable & scalable Call & Pickup model
• 3. New Dialer- CISCO implementation
• Gather requirements and feedback from DMS stakeholders including collection officers, call centre teams, and other impacted functions

What you need

• 10–14 yrs of experience
• Stakeholder management
• Change management
• CRM
• Process improvement
• Problem solving
• Any graduate

Good to have

• Project management