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Job Description
Structured overview of role & requirementsAbout This Role
Engage with large, complex clients to support contact center transformation, service innovation, and cloud migration strategies.
Design and facilitate collaborative interventions to drive stakeholder alignment and decision-making using human-centered systems and design thinking.
Analyze customer journeys, contact center KPIs, and manage change enablement to deliver sustainable business improvements.
Minimum Requirements
MBA degree mandatory.
Minimum 2 years of relevant work experience.
Proficiency in English (oral and written) required.
Willingness to travel up to 40%.
Ideal Candidate Profile
Experienced in contact center domain with knowledge of KPIs such as AHT, FCR, and NPS plus workforce management tools.
Skilled in consulting environments with expertise in management/strategy consulting, business case development, and stakeholder management.
Capable of applying design thinking, agile methodologies, and systems thinking to facilitate complex transformation projects.