Description

• Collaborate with stakeholders to gather detailed requirements.
  
  • Analyze user needs and translate them into functional specifications.
  • Ensure alignment with business objectives and user expectations.
  • Document expected outcomes and acceptance criteria.
  • Lead process excellence initiatives and strategic business improvement projects
  • Drive process optimization, cost reduction, customer experience, and operational excellence
  • Engage with stakeholders, project teams, and end users.
    
    • Flexibility and adaptability are essential to address evolving requirements.
    • Drive process changes and leverage analytics for deeper insights.
    • Work closely with the Head of the contact centre and subject matter experts.
    • Engage actual end users during UAT to validate solutions.