Business Strategy & Ops-Senior Associate-Bangalore
PwC (company site, opens in a new tab)4+ yrsBengaluruOn-siteDirect career pageEst. 12–20 LPA
Posted 16h ago
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Job description
Structured overview of role & requirements
About This Role
- Drive transformation strategies and consulting engagements for contact center and digital customer service across diverse clients.
- Design and facilitate interventions that accelerate stakeholder alignment and decision-making on complex systemic challenges.
- Leverage expertise in human-centered systems thinking, design thinking, and collaborative methodologies to support business growth and improve competitive edge.
Minimum Requirements
- MBA degree required.
- Minimum 4 years of relevant work experience.
- Proficiency in English (oral and written).
- Experience with Contact Center domains including KPIs (AHT, FCR, NPS), Workforce Management, CCaaS, Cloud Contact Center, and Omnichannel platforms.
Ideal Candidate Profile
- Experienced in Agile methodologies, change management, and strategic design relevant to contact center and customer service transformations.
- Comfortable working with complex client environments requiring structured problem solving, stakeholder management, and business case development.
- Capable of applying systems thinking, design thinking, and analytical skills to drive process improvement and multidisciplinary collaboration in consulting engagements.