About the Role: We are seeking a dynamic and forward-thinking Project Lead - Innovation to spearhead initiatives that improve customer and agent experiences through the use of cutting-edge technologies, particularly AI. In this role, you will implement new systems, channels, and strategies that streamline the customer and agent journey, enhancing operational efficiency across the organization. The ideal candidate will have strong analytical skills, a passion for continuous improvement, and a deep understanding of emerging AI trends. This person will be heavily involved in the day to day operations ensuring that there are no boundaries between the essential teams that are necessary to ensure success.
QualificationsQualifications & Experience
- Strong background in AI & BI tools (Essential)
- Matric Equivalent
- Microsoft Excel proficient
- Minimum 2 Years’ experience as Innovation Specialist/Change or similar
- Lean six sigma background (Advantageous)
Proven experience in leading innovation projects or similar roles, ideally with a focus on customer and agent experiences
ResponsibilitiesKey Responsibilities:
- Lead Innovation Projects: Manage and oversee the implementation of new systems, strategies, and channels to improve customer and agent experiences.
- AI Integration: Utilize AI technologies to optimize processes, enhance decision-making, and provide innovative solutions that benefit customers, agents, and the organization.
- Customer and Agent Journey Optimization: Focus on improving the overall experience of customers and agents by identifying pain points and implementing technology-driven solutions.
- Cross-Functional Collaboration: Work closely with multiple teams across the organization to pull the right resources and expertise together to drive successful project outcomes.
- Stakeholder Management: Engage with internal and external stakeholders to ensure alignment of goals, expectations, and deliverables.
- Trend Monitoring: Stay up to date on the latest industry trends and AI advancements, and proactively integrate relevant technologies into the organization's strategies.
- Data-Driven Decision Making: Leverage analytics and data insights to assess project performance, drive continuous improvement, and inform strategy adjustments.
- Team Leadership: Lead and inspire cross-functional teams, ensuring collaboration, accountability, and the achievement of key objectives.
Key Competencies:
- Proven experience in leading innovation projects or similar roles, ideally with a focus on customer and agent experiences.
- Strong background in implementing AI solutions and a deep understanding of AI applications in business.
- Excellent analytical skills with the ability to leverage data for strategic decision-making.
- Demonstrated ability to manage multiple teams, foster collaboration, and pull the right people from across the organization to achieve goals.
- Proven experience in managing stakeholders at various levels of the organization.
- Up to date with the latest AI and technology trends, particularly those impacting customer experience and operational efficiency.
- Strong communication and leadership skills.
Skills Required
- Strong background in Artificial Intelligence and Business Intelligence tools
- Matric equivalent qualification
- Proficiency in Microsoft Excel
- At least 2 years of experience as an Innovation Specialist, Change Specialist, or in a similar role
- Experience leading innovation projects, ideally focused on customer and agent experiences
- Experience implementing AI solutions and understanding AI applications in business
- Lean Six Sigma background
What We Do
Teleperformance is a global digital business services company. Our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment. We deliver the most advanced, digitally-powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.
