2022 EMESA Expert Consultant/Project leader/Associate Director-Service & Support operations (Customer Service & Contact Centers)

Location:

Berlin, Cologne, Dusseldorf, Frankfurt, Hamburg, Munich, Stuttgart, Vienna

Geography:

Europe & The Middle East

Capabilities:

Operations, Strategy

Industries:

Automotive & Mobility, Consumer products, Energy & environment, Financial institutions, Insurance, Media & entertainment, Medical devices & technology, Metals & mining, Public sector, Retail

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 work closely with clients to embrace a transformational approach aimed at benefiting all stakeholders—empowering organizations to grow, build sustainable competitive advantage, and drive positive societal impact.

Our diverse, global teams bring deep industry and functional expertise and a range of perspectives that question the status quo and spark change. BCG delivers solutions through leading-edge management consulting, technology and design, and corporate and digital ventures. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, fueled by the goal of helping our clients thrive and enabling them to make the world a better place.

Practice Area Profile

The Operations Practice (OPS) Area is one of BCG's largest functional practices. We help our clients create competitive advantage by enhancing their performance and building strategic capabilities. BCG’s expertise in Operations covers the following areas - supply chain management, procurement, manufacturing, service operations, cost efficiency, operational transformation, research & product development, program and project management, all with a strong digital and analytics overlay.

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 may be responsible for leading a team. An Expert may 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.

Our Expert Consulting Track (ECT)

The Expert Consulting Track (ECT) is vital to BCG’s ability to successfully meet our clients’ demand for deep expertise and advanced technical capabilities. Experts deliver next-level impact for BCG's most complex and cutting-edge client challenges. Experts focus on developing BCG's thought leadership, commercial capabilities, and intellectual property assets; and their work is essential to our delivery model. Working as part of a multidisciplinary team to bring the ‘best of BCG’ to our clients, Experts come from diverse backgrounds, with expertise often gained outside of BCG in industry, 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

Date Posted:

11-Nov-2022

Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under national, provincial, or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws.
BCG is an E-Verify Employer. Click here for more information on E-Verify.

BCG - Boston Consulting Group

Expert Consultant/Project leader/Associate Director-Service & Support operations (Customer Service & Contact Centers)- Operations Practice

Who We Are

Practice Area Profile

What You'll Do

Our Expert Consulting Track (ECT)

What You'll Bring (Experience & Qualifications)