CEM Transition - Manager/Senior Manager/AGM-Kolkata

Golden Opportunities; Indiana (PA); On-site; USD 120,000 - 180,000; Full time

Job summary

Golden Opportunities in Kolkata seeks a Senior Manager for CX Transition to own and drive end-to-end transition programs. You will analyze client processes, plan, and oversee technology implementation and knowledge transfer with strong governance.

You will coordinate with sourcing, tech, infra, delivery, and quality teams to meet milestones, manage risks, and maximize customer satisfaction. The role requires leadership across multiple stakeholders and regions.

Qualifications

• 10+ years of transition experience in CX/Contact Center environments.
• Ability to lead end-to-end transition planning and execution.
• Experience in driving technology implementation and KT/training.
• Strong stakeholder communication and risk management.

Responsibilities

• Define transition ownership and analyze client business processes.
• Develop transition plans with identified timelines and milestones.
• Lead technology implementation and end-to-end transition solution delivery.
• Track resource onboarding, KT, and training activities.
• Monitor risks and create business continuity plans for stakeholders.
• Coordinate with Sourcing, Tech, Infra, Delivery and Quality teams.
• Conduct weekly program reviews and governance meetings.
• Provide dashboards to maximize customer satisfaction during transition.
• Ensure seamless transition of the program from start to finish.

Skills

Transition management

CX transition

Stakeholder coordination

Program governance

Job description

Job Title: CX - Contact Center operations - Transition- Manager/Senior Manager- Kolkata

Job Description

Transition experience with 10+ years & above & Experience CEM (CX, Contact Center Transition)

• Transition Ownership: Part of the team to analyses client business processes and develops transition plan for identified processes.
• Drives Transition Planning and ensures execution of all activities as per agreed methodology and timelines
• Drives the technology implementation & end to end transition solution
• Tracks and monitor onboarding of required resources and their related KT/ training
• Tracks risks & helps develop appropriate business continuity plans & communicates the same to stakeholders
• Collaborate with all internal teams to ensure all deliverables are met (Sourcing, Tech, Infra, Delivery, Quality)
• Educate DD/KT Leads on the requirements and expectation to ensure the objective of DD/KT is met
• Ensures completion of transition tollgate documents and related artefacts with support from Delivery
• Sets up weekly Program reviews and Steering Committee reviews based on agreed cadence and ensure robust transition governance
• Monitors through effective dashboards and implementing adequate measures to maximize customer satisfaction levels during the transition phase
• Overall responsible for the seamless transition of the program