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    Digital Transformation Consultant - Cape Town, South Africa - WNS Global Services

    WNS Global Services
    WNS Global Services Cape Town, South Africa

    6 days ago

    WNS Global Services background
    Description
    Job Description

    Delivering end-to-end contact center digital transformation projects for the client·

    Market research across best-in class practices, contact center demands, evolving trends etc.·

    Understand client digital transformation needs & consult/provide customized solutions, develop business case·

    Well versed with process diagnostics, due-diligence, blueprinting activities etc. and savvy with PowerPoint and Excel

    Understand, propose and pitch the key levers/differentiators to the client·

    Participation in special / strategic projects from time to time·

    Excel in developing strong client dialogue, across all levels-

    Experience in managing design thinking workshops to re-imagine customer journeys, future operating model, best in-class practices-

    Experience in CX transformation opportunity identification, solutioning, comparative studies keeping in mind customer effort reduction, improve straight through processing-

    Exposure to contact center economics through improved channel containment, right channeling methodology etc.

    Qualifications

    System working knowledge required:

    Basic Computer Knowledge (Citrix, ADUC, Windows OS, basic internet and web-based applications)·

    Language proficiency (English) - Good/ Excellent·

    Black Belt Certified· Should possess good analytical skills, communication and negotiation skills.·

    Excellent knowledge of Excel, Word, Power point & Minitab.·

    Well versed with digital platforms across tools, technologies, automation, analytics etc.·

    Strong team player who thrives when working in a fast paced, high energy and project oriented environment and accustomed to driving outcomes·

    Action and results oriented, self-driven person with high energy level, analytical and structured, quality focused and adaptable·

    Additional Information

    Flexible with regards to working hours and capable of domestic and international travel

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