Expert Consultant/Project Leader/Associate Director-Service & Support Operations (Customer Service & Contact Centers)- Operations Practice Job Summary

Boston Consulting Group (BCG), is currently hiring on a vacant job post of Expert Consultant/Project Leader/Associate Director-Service & Support Operations (Customer Service & Contact Centers)- Operations Practice based in Hamburg. Please read the job detail carefully before applying.

Job Title: Expert Consultant/Project Leader/Associate Director-Service & Support Operations (Customer Service & Contact Centers)- Operations Practice Job
Company Name: Boston Consulting Group (BCG)
Job Type: Vollzeit
Job Location: Hamburg
Salary: Expert Consultant/Project Leader/Associate Director-Service & Support Operations (Customer Service & Contact Centers)- Operations Practice jobs 051222-1-6612
Job Link Expiry: 2023-01-11
Posted on: jobsintelecom.net

Expert Consultant/Project Leader/Associate Director-Service & Support Operations (Customer Service & Contact Centers)- Operations Practice Job Detail

Who We Are

Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we help clients with total transformation-inspiring complex change, enabling organizations to grow, building competitive advantage, and driving bottom-line impact.

To succeed, organizations must blend digital and human capabilities. Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change. BCG delivers solutions through leading-edge management consulting along with technology and design, corporate and digital ventures—and business purpose. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive.

Practice Area Profile

The Boston Consulting Group (BCG) is a global management consulting firm and a world leading advisor on business strategy. We serve clients in the private, public, and not-for-profit sectors around the world, including more than two-thirds of the Fortune 500. We partner with clients to identify their highest-value opportunities, address their most critical challenges, and transform their enterprises. Founded in 1963, BCG is a private company with 90 offices in 50 countries. BCG has 25,000 staff globally.

The Operations (OPS) practice area is one of BCG’s largest practice areas. We serve six broad topics: Manufacturing and Supply Chain, Procurement, End to End Operations and Cost Excellence, Services and Support Operations, Design Engineer and Build, Change Management. We help companies think beyond the limits of their traditional business models, choose where and how they should add value, and reorganize to defend themselves against new threats and seize new opportunities.

What You’ll Do

We are looking for Experts at levels of Consultants/Project Leaders/Associate Directors to join our Service and Support operations team as experts in Customer Service and Contact CentesCenters. An Expert occupies an important position executing and supporting client service engagements in a variety of roles. They are responsible for delivering a specific piece of work as an advisor, or an individual contributor, or depending on the individual’s profile and skill set they be responsible for leading a team. An Expert also play an advisory role on projects helping either to establish BCG’s credibility or ramp the team up at the start of a particular piece of work, or provide regular support and guidance throughout the project. At the more senior levels individuals become increasingly involved in business development activities and increase the amount of time dedicated to development expertise.

The responsibilities of this role fall broadly into two areas:

Client Delivery (focus area)

• Working jointly with BCG and high impact client project teams, bringing expertise to the team and to the client on site
• Act as project manager and lead high impact consulting teams for an entire case or at a module level on selected topics
• Own project process, content and day-to-day client interactions
• Ensure the quality of the work, and the relevance of the synthesis and recommendations
• Challenge the work in progress and the results
• Present key findings and recommendations to C-level executives
• Development of proposals from end to end around specific topics and participation in client proposals presentations
• Contribute to the development of additional business beyond the delivery of recommendations on client engagements
• Educate and inform clients proactively about state-of-the-art technologies, methodologies and tools and how it can bring value to their business and, in particular, customer service operations

Topic and Practice Development

• Contribution to improvement of methodology, tools, enablement material and topic development on areas of expertise
• Develop and contribute to BCG’s intellectual capital – working on BCG knowledge content projects to develop new techniques and/or capture new ideas as well as casework experience
• Contribute to BCG’s Practice Area publications
• Develop external network and build reputation for expertise in customer service and contact centers topic – both personally and for BCG as a whole

The Ideal Candidate

The ideal candidate will have substantive experience driving complex transformation using technology and process innovation in Customer Service and Contact Centers. Transformations should involve applying a combination of improvement methods utilizing levers such as developing a strategy, managing demand, deploying capacity, enable talent, and adopting new ways of working. The candidate should be familiar with typical contact center and customer service improvement levers, e.g., waste contact reduction, handling time optimization, digital migration, productivity improvement, queuing logics, IVR optimization, etc.

Expert consultants are vital to BCG’s ability to successfully meet our clients’ demand for deep expertise and advanced technical capabilities. Our experts are driven by a passion to explore and innovate in their field. As part of our consulting cohort, they work alongside our generalist and specialty consultants to form “one BCG team,” capable of delivering deep strategy and technical expertise. Experts come from diverse backgrounds, with expertise usually gained outside of BCG in either industry, government, academia, or specialized consulting.

What You’ll Bring (Experience & Qualifications)

• 2-10 years working with a leadership role in big Contact Center (ideally >5,000 FTEs) transformations/operations with a major service provider (e.g. retail bank, telecoms provider, utility, airline,…), with ideally
• 1-4 years consulting experience is an added advantage.
• Solid expertise driving improvement across a combination of technology (RPA, AI), operations and people challenges
• Ability to manage change in a people-rich environment

Direct Apply

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