Consultant - Call Center Transformation

About the role

A Specialist in McKinsey’s world-class Operations Practice, you will blend strategic thinking with hands-on implementation and define operational strategies to help clients solve critical problems. You will advise clients on defining their customer care vision, prioritizing contact center investments, designing the future state, and establishing foundational enablers such as org and governance models, analytics, technology, insight systems, and culture change programs.

Responsibilities

• Work between business and technology owners to problem-solve strategic decisions on contact center tech selection, system configuration, integrations, service design, and implementation.
• Participate in client development for both current and new clients through meetings and workshops on topics of interest.
• Write proposals for new client engagements and participate in or lead key internal knowledge building initiatives, conferences, and client workshops.
• Drive the vision for the new horizons of agency and AI in customer care; define new frameworks, innovative approaches, solution designs, and diagnostic assets that drive measurable client impact.

Requirements

• Undergraduate degree in business or a related discipline required; advanced graduate degree (e.g., MBA, PhD) preferred.
• 6+ years of experience in Customer Care, Contact Center, or Call Center transformation and strategy.
• Expertise across the critical elements of contact center strategy, design, and delivery, including experience in core contact center technology platforms, tools, and systems.
• 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, bridging the gap between emerging AI capabilities and operational reality.
• Experience working in cross-functional teams, bringing together partners from across businesses to understand, define, and address high-priority challenges within high-priority customer journeys.
• Industry expertise preferred in Banking, Insurance, Financial Services, High Tech, Media, Telecom, Retail/Consumer, Healthcare, Travel/Transport, or Public Sector.
• Ability to work or attend meetings outside of traditional business hours or take on projects with limited or no notice at times.
• Exceptional time management to meet responsibilities in a complex and largely autonomous work environment.
• Proficient in rational decision-making based on data, facts, and logical reasoning.
• Ability to travel up to 80% to and work in varying environments that may be challenging and/or not accessible (e.g., factories, hospitals, mines).

Qualifications

• Continuous learning: Our learning and apprenticeship culture, backed by structured programs, is all about helping you grow while creating an environment where feedback is clear, actionable, and focused on your development.
• A voice that matters: From day one, we value your ideas and contributions. You’ll make a tangible impact by offering innovative ideas and practical solutions, all while upholding our unwavering commitment to ethics and integrity.
• Global community: With colleagues across 65+ countries and over 100 different nationalities, our firm’s diversity fuels creativity and helps us come up with the best solutions for our clients.
• World-class benefits: On top of a competitive salary (based on your location, experience, and skills), we provide a comprehensive benefits package to enable holistic well-being for you and your family.