Digital Adoption & Change Management Manager

The Digital Adoption & Change Management Manager plays a critical role in promoting the adoption of digital tools, platforms, and processes within our Contact Center. This position is essential for ensuring our customers, frontliners, and support teams embrace digital solutions that enhance efficiency, improve the customer experience, and support our broader transformation goals.

Position Responsibilities

Digital Adoption & Enablement

• Analyze business needs and strategies to develop a roadmap for digitalizing the customer experience, focusing on diverting customers to digital self-service options.
• Lead initiatives to increase the usage of digital tools, such as self-service portals, CRM enhancements, and automation platforms, within the contact center.
• Collaborate with IT, Transformation, and Training teams to plan, test, and implement new digital solutions.
• Develop and deliver training sessions, toolkits, and digita...