Contact Center Transformation Strategist

4 days ago


Hong Kong, Central and Western District, Hong Kong SAR China Eames Consulting Full time

We are seeking a seasoned Contact Center Transformation Strategist to join our team at Eames Consulting. This is an exceptional opportunity for a highly motivated and experienced professional to lead the transformation of our contact center operations.

About Us

Eames Consulting is a leading consulting firm that specializes in customer experience and process transformation. Our team of experts has a proven track record of delivering successful projects that drive business growth and improve customer satisfaction.

Job Description

The Contact Center Transformation Strategist will be responsible for developing and executing strategies to transform our contact center operations. This includes designing and implementing new processes, technologies, and systems to improve customer experience and operational efficiency.

  • Develop and execute a comprehensive transformation strategy for our contact center operations.
  • Design and implement new processes, technologies, and systems to improve customer experience and operational efficiency.
  • Lead cross-functional teams to ensure successful project execution.
  • Collaborate with stakeholders to identify areas for improvement and develop recommendations for change.
  • Analyze data to measure progress and identify opportunities for further improvement.
Requirements

To be successful in this role, you will need:

  • A degree holder with a minimum of 8+ years of experience in Financial Institutions.
  • Background in customer journey design, contact center/operations management, digital transformation, or process re-engineering.
  • Experience in insurance industry and agency servicing would be an advantage.
  • Highly self-motivated, independent with collaborative mindset, exceptional interpersonal and critical reasoning skills to influence and coordinate with diverse teams.
  • Excellent presentation and communication skills, with the ability to convey complex ideas to a wide range of stakeholders in English and Cantonese.
  • Strong in problem solving, logical and structured, comprehend complex situations for effective solutions and alternatives.
  • Knowledge of Contact Center technology, ie. Salesforce, Amazon Connect, Chatbot, Voice-bot, Live chat, Workforce Management tools.
What We Offer

In addition to the opportunity to work on challenging projects and make a real impact, we offer:

  • A competitive salary range of HKD 600,000 - HKD 800,000 per annum.
  • A comprehensive benefits package including medical, dental, and vision coverage.
  • A generous bonus structure based on individual and company performance.
  • Ongoing training and development opportunities to enhance your skills and career progression.


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