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Tier-1 brand, Bangalore metro, and mid-level generalist role increase competitive applicant density.
Consulting focus and contact-center specialization require industry-specific consulting experience.
Mandatory MBA and minimum four years' experience make shortlisting highly selective.
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Drive strategy and operational initiatives for client contact center transformations, focusing on workforce management, omnichannel solutions, and AI-enabled services.
Collaborate with senior client stakeholders to co-design tailored solutions, facilitate alignment and decision-making on complex business challenges across multiple geographies and sectors.
Provide mentorship, manage problem-solving processes, and contribute to sustaining business growth and competitive advantage through systems and design thinking methodologies.
MBA degree mandatory.
Minimum 4 years of relevant work experience required.
Strong proficiency in English (oral and written) is mandatory.
Experience or knowledge in contact center domain including KPIs (AHT, FCR, NPS), workforce management, and transformation strategy.
Experienced in Agile methodology and team dynamics within consulting or similar environments.
Skilled in change management, systems thinking, and strategy design to drive process improvements and complex problem-solving.
Familiar with technology platforms relevant to customer service like Salesforce, Microsoft, OpenAI and applies multidisciplinary collaboration to enhance project outcomes.