Business Strategy & Ops-Associate-Bangalore
On-siteBengaluru, Karnataka, India
Job Summary
Design and facilitate tailored interventions that accelerate stakeholder alignment and robust decision-making on complex challenges within the Contact Center domain. Collaborate with senior client stakeholders to co-design solutions leveraging human-centered systems thinking and design methodologies. Analyze KPIs including AHT, FCR, and NPS to drive workforce management transformation and digital customer service strategies. Conduct customer journey analysis, process standardization, and roadmap development for omnichannel and cloud migration initiatives. Manage change enablement and business cases for transformation while utilizing Salesforce, NiCE, and GenAI use cases at the strategy level. Requires an MBA, two years of experience, and up to 40% travel.
Required Qualifications
- MBA degree
- 2 years of experience
- Oral and written proficiency in English
Desired Qualifications
- Demonstrating intellectual curiosity and adaptability in fast-paced environments
- Utilizing Agile methodology and team dynamics for project success
- Engaging in multidisciplinary collaboration and strategic design thinking
- Facilitating change management processes with effective communication skills
- Developing systems thinking and process facilitation for client support
- Participating in complex collaborative design and delivery projects
- Building personal brand through client engagement and teamwork
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