Unit Manager - Tech Transformation/Senior Unit Manager - Tech Transformation

About the role

The role is responsible for delivering the key projects for Contact Centre function for DMS, driving process excellence. The role holder will be responsible for delivering tech transformation projects: ? Delivering key tech transformation projects ? 1. Creating sustainable, Reliable & scalable Call & Pickup model

What you'll do

• Creating sustainable, Reliable & scalable Call & Pickup model Duties and Responsibilities
• Defining process controls, metrics, and governance frameworks
• Identifying training and change management needs for smooth adoption. Major Challenges
• Ensuring on?ground adoption and behaviour change across call centre sites
• Managing multiple vendor systems (OneCRM, Convox, SlashRTC, Segmentation Portal) and ensuring stability

What you need

• 6–10 yrs of experience
• Stakeholder management
• Business analysis
• Change management
• CRM
• Problem solving
• Process improvement
• Any graduate

Good to have

• Project management