AI-Driven Contact Center Transformation Leader

JMR Global | Talent Solutions; Metro Manila; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

JMR Global | Talent Solutions in the Philippines seeks an experienced consulting professional to lead business process transformation projects focused on contact center and customer operations. You will guide clients to redesign processes, incorporate AI and automation, and drive measurable improvements in service quality and efficiency.

You will lead consulting teams, develop transformation approaches, and ensure delivery excellence across engagements, collaborating with senior stakeholders and

Qualifications

• Experience in management consulting and leading BPM transformation initiatives.
• Proven ability to redesign contact center workflows and operating models.
• Understanding of AI, Generative AI, and automation in customer operations.

Responsibilities

• Lead engagements transforming contact center operations and improving customer service delivery.
• Assess clients' current contact center processes, identify gaps, and recommend improvements.
• Redesign workflows and develop transformation plans to boost efficiency and experience.
• Apply AI, generative AI, and automation to enhance customer interactions.
• Establish frameworks and standards to ensure quality across engagements.
• Lead client workshops and align senior stakeholders on proposed changes.
• Collaborate with technology teams to enable delivery of recommended solutions.
• Oversee project deliverables and mentor consulting team members.

Skills

Management consulting

Business process transformation

Process excellence

Customer operations transformation

AI & automation in contact centers

Job description

JMR Global | Talent Solutions in the Philippines seeks an experienced consulting professional to lead business process transformation projects focused on contact center and customer operations. You will guide clients to redesign processes, incorporate AI and automation, and drive measurable improvements in service quality and efficiency.

You will lead consulting teams, develop transformation approaches, and ensure delivery excellence across engagements, collaborating with senior stakeholders and