Director/Channel Management

Job Description

The Director – Channel Management is responsible for defining and driving the strategic roadmap for the telecom contact center, CIM applications, Knowledge Management, IVR, covering technology, processes, people capabilities and Operations. This role ensures that platforms and operating model are optimized to deliver superior customer experience, operational efficiency, and support the company’s digital and omnichannel strategy.

Responsibilities

• Strategy & Roadmap
• Develop and own the multi‑year contact center development strategy aligned with corporate objectives and customer experience goals.
• End-to-end management of the contact center transformation.
• Define the evolution of contact center capabilities (voice, chat, email, social, self‑service, bots, IVR, etc.) to support omnichannel customer journeys.
• Develop and own the roadmap of CIM and Knowledge management solution
• Definition and delivery of all programs to inject AI capabilities across the care channels.
• Identify and prioritize initiatives that improve customer satisfaction, reduce cost‑to‑serve, and enhance agent productivity.
• Technology & Platforms in Scope
• Lead the design, development, and operations of Care channel (ACD, IVR, CTI, CRM integration, WFM, WFO, quality monitoring, analytics).
• Oversee vendor selection, contract negotiations, and ongoing vendor management for care channels solutions.
• Ensure system architecture supports scalability, resilience, security, and integration with core telecom systems (billing, provisioning, CRM, digital channels).
• Drive automation and AI‑enabled capabilities such as intelligent routing, self‑service, knowledge management, humanized voice solutions to fulfil Business roadmap.
• Process & Experience Design
• Define and optimize end‑to‑end contact center processes, including call handling, escalation, complaint management, and service recovery.
• Collaborate with Customer Experience, Operations, and Digital teams to design customer journeys and service flows that minimize effort and improve first contact resolution.
• Establish and maintain standard operating procedures, playbooks, and best practices across all contact center sites.
• Supported the business in defining a comprehensive AI strategy for customer channels, focused on delivering superior customer experience. This included:
• Aligning AI use cases across all interaction channels (e.g., apps, web, contact centre) with business objectives and CX KPIs
• Designing AI enabled interaction models (chatbots, virtual assistants, intelligent routing, personalization) to enhance responsiveness, consistency, and service quality
• Establishing governance, data, and performance frameworks to ensure AI solutions meet customer expectations, are scalable, and continuously improve
• Performance Management & Analytics
• Define and cascade KPIs and performance targets for all care channel management initiatives (e.g., NPS, CSAT, FCR, AHT, service level, productivity, automation rate), ensuring clear ownership and alignment with overall customer experience objectives.
• Establish robust, standardized reporting and analytics frameworks to continuously monitor performance across the care channels, identify trends, and highlight improvement opportunities.
• Leverage data‑driven insights to optimize routing strategies, refine staffing models, and prioritize technology and automation investments, thereby improving efficiency, service quality, and customer satisfaction.
• Stakeholder Management & Governance
• Serve as the primary point of contact for senior stakeholders on all matters related to care channel management (contact centre, digital care, field support, social care, and self service) and associated AI driven initiatives.
• Lead cross functional governance forums to:
• Align business requirements and customer experience objectives across all care channels
• Prioritize channel transformation and AI projects based on impact, feasibility, and strategic value
• Manage inter dependencies between processes, platforms, and teams to avoid duplication and ensure end to end consistency
• Coordinate closely with IT, Network, Marketing, Sales, and Finance to:
• Ensure care channel strategies, capabilities, and AI solutions are fully aligned with enterprise roadmaps
• Secure the necessary resources, budgets, and technology support for smooth implementation
• Drive integrated execution across channels, enabling a seamless, consistent, and efficient customer care experience.
• Project & Change Management
• Oversee the portfolio of care channels projects from concept to deployment, ensuring delivery on time, within budget, and to quality standards.
• Implement structured project management and change management methodologies to ensure successful adoption by operations teams.
• Manage risk, issues, and change requests, ensuring minimal disruption to live operations.
• People Leadership
• Lead and develop a high‑performing team of managers, architects, business analysts, and project managers focused on contact center development.
• Define team structure, roles, and competencies required to support the roadmap.
• Foster a culture of continuous improvement, innovation, and collaboration across internal teams and external partners.

Qualifications

• Bachelor’s degree in Engineering, Computer Science, Business, or related field; Master’s degree is preferred.
• 12–15+ years of experience in care channels, customer experience, or operations within telecom or similar large‑scale service industries.
• Proven track record in leading large, complex contact center transformation or development programs.
• Strong understanding of contact center technologies (e.g., Genesys, Avaya, Cisco, NICE, Verint, WFM tools, CRM platforms, Knowledge management).
• Experience in managing vendors, contracts, and budgets for technology and services.