Lead organizational change, stakeholder engagement, and change enablement in contact center transformation. Drive process standardization and user adoption, prepare communications, and manage risks. Collaborate on training and implement new technologies.
Key Responsibilities 1. Organizational Change & Process Harmonization
- Lead change impact assessments across Lead → Set → Confirm → Dispatch workflows.
- Define and implement the change strategy for transitioning from fragmented site-level processes to unified, standardized workflows.
- Support the rollout of the RenuityOneAgent model (merging setter and confirmer roles).
- Engage with operations leaders to redesign SOPs, scripts, dispositions, and scheduling workflows.
- Ensure alignment across multiple centers (Florida, MadCity, Mexico/Charlotte, potential future locations).
- Identify key stakeholders across Renuity, Firstsource, and Zensar.
- Establish governance models including Steering Committees, Ops Councils, and cadence routines.
- Manage cross-functional coordination to ensure alignment on integration, technology, and process initiatives.
- Conduct readiness assessments and prepare change adoption metrics for leadership updates.
- Develop communication and engagement plans for all impacted teams.
- Create clear messaging for new roles, workflows, dialer processes, and AI-assisted operations.
- Manage communications around the introduction of new CCaaS tools, platforms, and integration-driven workflows.
- Prepare leadership updates, newsletters, and stakeholder briefings.
- Work with Training and QA teams to define training needs tied to technology, scripts, SOPs, and AI workflows.
- Coordinate curriculum, playbooks, digital guides, and process documents for agents and supervisors.
- Ensure adoption of new systems including CCaaS, CRM integrations, AI Scoring, Auto QA, Voice/SMS automation.
- Support performance baselining and post-go-live adoption tracking.
- Enable the “Command Center Lite” pilot for 30 agents, ensuring process alignment and user readiness.
- Facilitate UAT, soft launch, and go-live activities from a people/process standpoint.
- Collect user feedback, assess friction points, and drive continuous improvement during scaling phases.
- Identify risks related to change resistance, skill gaps, process inconsistencies, or data/process migration.
- Develop mitigation plans and escalate issues during transformation phases.
- Track KPIs including conversion, speed-to-lead, AHT, agent productivity, QA scores, adherence, and adoption rates.
- Strong grounding in change frameworks (ADKAR, Prosci, Kotter, or equivalent).
- Ability to manage end-to-end change lifecycle—from impact analysis → communication → training → adoption.
- Experience in contact center transformation, sales operations, or customer engagement environments preferred.
- Understanding of Lead Management, Dialers, CCaaS platforms (Five9, AWS Connect, RingCentral, etc.).
- Knowledge of CRM processes (Lead, Contact, Appointment, Dispositioning).
- Ability to analyze workflows and recommend standardization across multi-site operations.
- Familiarity with AI adoption in contact centers (Agent Assist, Auto QA, lead scoring).
- Strong communication and storytelling capability.
- Excellent stakeholder management and cross-functional coordination.
- Ability to influence senior leadership and operations teams.
- High resilience and adaptability in fast-paced transformation environments.
- Experience with large-scale technology implementations, especially integrations across CRM, dialer, CCaaS, and data platforms.
- Exposure to sales enablement or marketing automation ecosystems.
- Certifications in Change Management (Prosci) or Agile methodologies.
- Lead change impact assessments across Lead → Set → Confirm → Dispatch workflows.
- Define and implement the change strategy for transitioning from fragmented site-level processes to unified, standardized workflows.
- Support the rollout of the RenuityOneAgent model (merging setter and confirmer roles).
- Engage with operations leaders to redesign SOPs, scripts, dispositions, and scheduling workflows.
- Ensure alignment across multiple centers (Florida, MadCity, Mexico/Charlotte, potential future locations).
- Identify key stakeholders across Renuity, Firstsource, and Zensar.
- Establish governance models including Steering Committees, Ops Councils, and cadence routines.
- Manage cross-functional coordination to ensure alignment on integration, technology, and process initiatives.
- Conduct readiness assessments and prepare change adoption metrics for leadership updates.
- Develop communication and engagement plans for all impacted teams.
- Create clear messaging for new roles, workflows, dialer processes, and AI-assisted operations.
- Manage communications around the introduction of new CCaaS tools, platforms, and integration-driven workflows.
- Prepare leadership updates, newsletters, and stakeholder briefings.
- Work with Training and QA teams to define training needs tied to technology, scripts, SOPs, and AI workflows.
- Coordinate curriculum, playbooks, digital guides, and process documents for agents and supervisors.
- Ensure adoption of new systems including CCaaS, CRM integrations, AI Scoring, Auto QA, Voice/SMS automation.
- Support performance baselining and post-go-live adoption tracking.
- Enable the “Command Center Lite” pilot for 30 agents, ensuring process alignment and user readiness.
- Facilitate UAT, soft launch, and go-live activities from a people/process standpoint.
- Collect user feedback, assess friction points, and drive continuous improvement during scaling phases.
- Identify risks related to change resistance, skill gaps, process inconsistencies, or data/process migration.
- Develop mitigation plans and escalate issues during transformation phases.
- Track KPIs including conversion, speed-to-lead, AHT, agent productivity, QA scores, adherence, and adoption rates.
- Strong grounding in change frameworks (ADKAR, Prosci, Kotter, or equivalent).
- Ability to manage end-to-end change lifecycle—from impact analysis → communication → training → adoption.
- Experience in contact center transformation, sales operations, or customer engagement environments preferred.
- Understanding of Lead Management, Dialers, CCaaS platforms (Five9, AWS Connect, RingCentral, etc.).
- Knowledge of CRM processes (Lead, Contact, Appointment, Dispositioning).
- Ability to analyze workflows and recommend standardization across multi-site operations.
- Familiarity with AI adoption in contact centers (Agent Assist, Auto QA, lead scoring).
- Strong communication and storytelling capability.
- Excellent stakeholder management and cross-functional coordination.
- Ability to influence senior leadership and operations teams.
- High resilience and adaptability in fast-paced transformation environments.
- Experience with large-scale technology implementations, especially integrations across CRM, dialer, CCaaS, and data platforms.
- Exposure to sales enablement or marketing automation ecosystems.
- Certifications in Change Management (Prosci) or Agile methodologies.
- Strong grounding in change frameworks (ADKAR, Prosci, Kotter, or equivalent).
- Ability to manage end-to-end change lifecycle—from impact analysis → communication → training → adoption.
- Experience in contact center transformation, sales operations, or customer engagement environments preferred.
- Understanding of Lead Management, Dialers, CCaaS platforms (Five9, AWS Connect, RingCentral, etc.).
- Knowledge of CRM processes (Lead, Contact, Appointment, Dispositioning).
- Ability to analyze workflows and recommend standardization across multi-site operations.
- Familiarity with AI adoption in contact centers (Agent Assist, Auto QA, lead scoring).
- Strong communication and storytelling capability.
- Excellent stakeholder management and cross-functional coordination.
- Ability to influence senior leadership and operations teams.
- High resilience and adaptability in fast-paced transformation environments.
- Experience with large-scale technology implementations, especially integrations across CRM, dialer, CCaaS, and data platforms.
- Exposure to sales enablement or marketing automation ecosystems.
- Certifications in Change Management (Prosci) or Agile methodologies.
Top Skills
Ai-Assisted Operations
Aws Connect
Ccaas Platforms
Crm Processes
Five9
Ringcentral
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