EXL (NASDAQ: EXLS) is a leading operations management and analytics company that designs and enables agile, customer-centric operating models to help clients improve their revenue growth and profitability. Our delivery model provides market-leading business outcomes using EXL’s proprietary Business EXLerator Framework™, cutting-edge analytics, digital transformation and domain expertise. At EXL, we look deeper to help companies improve global operations, enhance data-driven insights, increase customer satisfaction, and manage risk and compliance. EXL serves the insurance, healthcare, banking and financial services, utilities, travel, transportation and logistics industries. Headquartered in New York, New York, EXL has more than 26,000 professionals in locations throughout the United States, Europe, Asia (primarily India and Philippines), South America, Australia and South Africa. For more information, visit www.exlservice.com.
We are looking for a seasoned Contact Center expert who is experienced with transforming basic call centers into next generation Omnichannel Contact Centers. As an EXL Program Manager, the successful candidate will lead transformational programs, drive change management and regularly interact with senior client executives as well as being capable and experienced in gathering and understanding the details.
Leads at least 1-2 project teams of 4+ consultants as well as the client team in all aspects of project execution
Is experience in the use of Change Management techniques and tools
The program manager is an individual who can "make things happen" through team building, change management, effective management of client relationships, and attention to detail. Individual will act as a single point of contact with customers and project teams in order to ensure that projects are completed on time, within budget and to contractual requirements.
Individual will lead project teams in the delivery of on-time technology and business solutions, including analysis, design, development, testing, training, installation and transition of post implementation support. Individual will be responsible for driving organizational change activities that integrate with technology implementations.
Individual will provide leadership and direction in establishment of standardized project management processes. This entails:
Must have BS degree and 7+ years of experience managing complex technology projects with at least 4+ years in contact center transformation. Must have experience managing projects using agile methods. Agile/Scrum certification and/or PMI certification as well as any change management certification preferred.
Must have proven ability in driving vision and strategy, transformation, and business outcomes.
The candidate for program manager must have excellent planning, problem solving, project management and leadership skills. The ability to communicate effectively with technical personnel as well as management/executives including verbal, formal presentation and written communication skills is essential.
Ability to travel 50-80% of time based on client project needs.