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Consultant - Call Center Transformation
Full-time
As a Specialist in McKinsey's Operations Practice, you will blend strategic thinking with hands-on implementation, defining operational strategies to help clients solve their most critical problems in customer care.
Your Impact
Advise clients in defining their customer care vision, prioritising contact center investments into a clear roadmap, and designing the future state.
Establish foundational enablers to service operations: org and governance models, analytics and technology, insight systems, and culture change programs.
Serve as lead translator between business and technology owners on contact center tech selection, system configuration, integrations, service design, and implementation.
Help drive the vision for agentic and AI in customer care, defining new frameworks, innovative approaches, solution designs, and diagnostic assets.
Participate in client development through meetings, workshops, and proposals.
Qualifications
Undergraduate degree in business or related discipline required; advanced degree preferred.
6+ years in Customer Care, Contact Center, or Call Center transformation and strategy.
Deep knowledge of common telephony and CCaaS products including Genesys, Amazon Connect, Five9, NICE, Google CCAI, or similar AI-centric technology.
Exposure to implementing agentic solutions in contact center operations.
