Senior Analyst - Contact Centres & Customer Service

Locations: Madrid London München

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.

What You\’ll Do

As a Senior Analyst – BCG Vantage within BCG\’s Operations and Marketing, Sales and Pricing Practice Areas you will work in a growing global team, providing industry/functional expertise and insights whilst working together with case and proposal teams to provide knowledge assets, analysis and expert advisory. You\’ll serve as a thought partner and content expert to case teams and topic/sector leaders, helping structure and solve complex issues.

You will support commercialization efforts for the Customer Services topic working, in conjunction with business leaders, through contributing analysis and insights to proposals, client workshops and marketing materials. Additionally, as a Senior Analyst – BCG Vantage, you will contribute to developing intellectual property & assets for the business and assist in onboarding and training junior colleagues based on your topic/sector expertise.

The Customer Services and Contact Centers Topic Area is an expert network of knowledge team members and experienced consultants who help clients on specific cases related to 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.).

You will have substantive experience using technology and process innovation in Customer Service and Contact Centers. In addition, expertise in developing a strategy, managing demand, deploying capacity, enable talent, and adopting new ways of working.

YOU\’RE GOOD AT:

• Solving client problems through formulating relevant research and/or analytical approaches in your area of expertise, namely Customer Service and Contact Centers
• Conducting call center data analysis to assess drivers of demand and performance
• Identifying digital service and AI optimization levers to improve operational efficiency
• Defining contact center improvement business cases and delivery plans
• Communicating with case teams and stakeholders, in a credible and confident way
• Working collaboratively and effectively in a group dynamic often virtual, proficient in agile ways of working
• Being flexible and bringing a curious and creative mindset, open to new things and able to propose innovative ideas
• Navigating complexity and ambiguity

What You\’ll Bring

• 2+ years of consulting experience in relevant with relevance to Customer Service and Contact Centers; candidates with consulting experience preferred
• In lieu of consulting experience, 3+ years minimum industry experience required; 4-6+ years of industry experience strongly preferred. Ideally experience in big Contact Center (>5,000 FTEs) transformations/operations with a major service provider / brand (e.g. retail bank, telecoms provider, utility, airline, ), Or, relevant tech firm (Zendesk, Nice, Qualtrics) doing product management and / or product marketing.
• Experience with a combination of technology (RPA, AI), operations and people challenges
• Bachelor\’s Degree required (advanced degree preferred)
• Fluency in English; German language preferred
• Strong business acumen and problem-solving capabilities
• Strong written and verbal communication skills

Who You\’ll Work With

As a Senior Analyst – BCG Vantage, you will collaborate with global topic leads and colleagues across BCG to bring expertise and capabilities to the service of our internal and external clients. Our team is made up of a diverse pool of BCG Vantage positions that allow us to pursue exciting, innovative BCG Vantage careers.

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.
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