Business Strategy & Ops-Senior Associate-Bangalore
On-siteBengaluru, Karnataka, India
Job Summary
Design tailored interventions to accelerate stakeholder alignment on complex, systemic challenges within the Contact Center domain. Analyze KPIs including AHT, FCR, and NPS to drive workforce management transformation strategies for cloud migration and omnichannel service evolution. Facilitate workshops with senior client stakeholders to co-design solutions, conduct customer journey analysis, and develop future state roadmaps using design thinking and systems thinking methodologies. Deliver structured problem-solving and business cases while mentoring others to maintain professional standards. Requires an MBA, four years of experience, and proficiency in Salesforce, Microsoft, NiCE, and GenAI use cases.
Required Qualifications
- At least a MBA degree
- At least 4 years of experience
- Oral and written proficiency in English
Desired Qualifications
- Excelling in Agile Methodology and Agile Team Dynamics
- Demonstrating proficiency in Change Management and Strategic Design
- Utilizing Analytical Thinking to solve complex problems
- Embracing Change and fostering Multidisciplinary Collaboration
- Applying Systems Thinking to enhance project outcomes
- Facilitating Process Improvement through Design Thinking
- Leveraging Intellectual Curiosity for innovative solutions
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