Digital Transformation Specialist

1 week ago

Islamabad, Islamabad, Pakistan beBee Careers Full time

About the Role

We are seeking a highly skilled Digital Transformation Specialist to join our team. The successful candidate will be responsible for planning, executing, and developing end-to-end digital vertical propositions to enable smarter self-service and digital mediums.

Key Responsibilities

  • Review existing internal business processes and identify areas for digital transformation to foster a continuous improvement process.
  • Lead the development, deployment, and enhancement of self-care features and ensure the platforms meet customer needs and enhance user experience.
  • Manage the design, implementation, and optimization of IVR systems. Work with technical teams to ensure effective integration and functionality.
  • Oversee the lifecycle of contracts and payments related to digital transformation projects. Ensure compliance with terms and negotiate renewals or modifications as needed.
  • Develop strategies and initiatives to reduce the volume of calls to the helpline and ensure cost effectiveness.
  • Work and collaborate with stakeholders/cross-functional teams in and outside the department to increase the growth and revenue of digital mediums.
  • Analyze trends and root causes of helpline calls related to VAS. Implement solutions to reduce these calls by improving digital self-service options and customer communication.
  • Use data insights to drive continuous improvement and enhance digital solutions.
  • Oversee the end-to-end management of the Call Center Upselling Project, ensuring achievement of revenue targets.
  • Root Cause Analysis on Voice of Customer and driving actionability to improve Customer Experience.
  • Produce and disseminate adequate performance/progress reports in close liaison with CX Reporting.

Requirements

  • Bachelors'/Masters' degree in Business Administration, Computer Science/IT, or similar from a reputable institute.
  • Preferably 03 to 05 years' work experience.
  • Knowledge of MS Office Suite (Excel, PowerPoint, MS Project).
  • Knowledge of Digital Channels, USSD Platforms, RPA, etc.
  • Knowledge of SQL, Databases, and Cloud services will be preferred.
  • Knowledge of Web and Desktop applications.
  • Knowledge of Project Management Tools (JIRA, ASANA, etc.) and Analytical Tools.
  • Should possess strong analytical and decision-making skills.
  • Should have strong written, verbal communication, and presentation skills.

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