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Project Details

Digital Transformation Consultant (BPO / Contact Centers)

A leading Indian IT company

 Mumbai / Navi Mumbai, Delhi / NCR, Kolkata, Chennai, Bangalore, Pune, Hyderabad

Posted on:  3/09/2021

Cinque Terre

Starts on:  3/09/2021


Service Operations & Delivery


Frontline customer engagement, Process optimization and transition management, Delivery Lead, Project management support, Key account management, SOP planning, Customer experience, Robotics Process Automation,


BPO, KPO services

Company Details

A leading Indian IT company

Assignment Details

Our client is a leading IT services company and is looking to develop solutions that leverage principles of digital transformation in key processes. A focus area is developing new solutions that improve performance of contact centers and they are looking for a seasoned consultant that can help drive this thinking with the internal team.

The project will involve -

* Undertaking a quick market landscaping of digital transformation in BPOs to identify the current process, existing solutions, and gaps.
* Problem solve with the team to develop a few hypotheses to be tested and further explored on potential opportunities.
• Designing a survey/diagnostic tool which the client can use with its customers to learn more about expectations and pain points with the current process/solution.

This tool will cover aspects like:

o CXO, Business Unit Head questions - High Level understanding of the process – for CXO, Business Head, Understanding the focus areas, digital strategy and vision for the organization.

o Process assessment - diving deeper into each process and subprocess, based on key criteria (some examples listed below) and provide scoring against a best-in-class.
 Organization and Governance
 Service Design
 Technology
 Analytics & Information Management
 Human Capital

o Digital Maturity Assessment
 Digital Strategy / Operating Model
 Digital Infrastructure
 Digital Organization / Workforce
 Digital Opportunity Identification
 Digital Implementation
 Automation
 Analytics
 Artificial Intelligence

o The above questionnaire should be able to help create a Digital opportunity heatmap giving recommendations on:
 Current Automation level
 Workflow requirement
 Customer Engagement
 Master Data
 Scalability
 New gen functionality

Our goal is to have by the end of the project a well thought- through diagnostic tool that can help us assess a client's pain points and share some synthesized output of the same. It would also be good to have some early hypotheses on the pain points and ideas for solutions that the client can offer.

Skills Required

B.Tech , MBA with 15 plus years’ experience in Information Technology including 7+ years in consulting or advisory role within technology consulting, digital services, management consulting.
• Responsible to develop Transformation strategy, Process blueprints, Consulting Framework and solutions for Digital, Enterprise Architecture, Platform Modernization, Automation complex digital transformation programs that deliver business value.
• Prior experience in developing templates and diagnostic tools to assess a Clients’ digital technology maturity, identify gaps and develop a strategic digital roadmap etc.
• Application of relevant tools and techniques – such as process mapping, Lean Techniques, Business architecture, Customer Journey Mapping etc.
• Experience in structuring and developing compelling digital product and service proposals
• Experience or working knowledge of Design thinking, Agile, DevOps, Advanced Analytics, UX, enterprise solutions, and RPA, and ability to translate these to business-outcomes when positioning consulting engagements
• Strong Program Management Skills
• Strong presentation and communication skills

Assignment Duration

2 month(s)

Capacity Required

15-20 Hrs/Week

No. of Positions


Nature of Work


Profile Requirements

Experience: 15+ years

Qualification : Graduate

fleXpertise required

Customer Journey MappingDevOPsIndustry 4.0Enterprise SolutionsAnalyticsDigital RoadmapProject ManagementPlatform ModernizationDesign ThinkingProcess MappingMarket ResearchIOTAutomationTransformation StrategySurvey DesignTechnology StrategyTMTPMODigital TransformationUXBusiness ArchitectureTechnologyRPA




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