Job Description
Key Responsibilities
Strategic Transformation Leadership
- Define and lead enterprise transformation programs focused on cost reduction, process efficiency, and quality improvement across global BPO operations.
- Align transformation initiatives with strategic business objectives, driving outcomes around productivity, billable utilization, SLA adherence, and CX metrics (CSAT, FCR, etc.).
- Engage and speak fluently with business stakeholders, providing excellent technical command to bridge the gap between operational needs and data science solutions.
AI/ML-Driven Innovation
- Identify and lead use cases for machine learning, NLP, predictive analytics, Sentiment Analysis, CSAT Correlation, Transformers, LLM, genAI, and automation across key functions (quality assurance, workforce management, fraud detection, content moderation, etc.).
- Partner with internal data science, produ...