Senior Knowledge Analyst - Customer Service

The Operations Practice Area is one of BCG's functional practices and helps our clients create competitive advantage by enhancing their performance and building strategic capabilities. 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 support your Customer Services and Contact Centers topic area in developing existing & new intellectual property and knowledge assets. You will work on commercialization efforts for the topic, in conjunction with business leaders, supporting marketing efforts, conferences and publications.

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 selecting and applying analytical approaches in your area of expertise, namely Customer Service and Contact Centers
• Codifying knowledge and maintaining assets and tools in cooperation with our consultants, tools and analytics teams
• Communicating with senior stakeholders, in a credible and confident way
• Flexibility and bringing a curious and creative mindset, open to new things and able to propose innovative ideas.
• Strong work ethics, service-mentality and willingness to showcase expertise
• Effective written & verbal communication
• Ability to work in a fast-paced environment and navigate complexity and ambiguity
• Collaborative, team player - including in an international, virtual communications environment
• Flexibility and bring a curious and creative mindset, open for new things and able to propose innovative ideas

YOU BRING (EXPERIENCE & QUALIFICATIONS)
• 1-2+ years of consulting experience with relevance to Customer Service and Contact Centers; candidates with consulting experience preferred
• In lieu of consulting experience, 2+ years minimum industry experience required; 3-6+ years of industry experience strongly preferred. Ideally experience in big Contact Center (>5,000 FTEs) transformations/operations with a major service provider (e.g. retail bank, telecoms provider, utility, airline,...),
• 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
• Outstanding interpersonal and communication skills to interact with internal and external stakeholder while working in a global collaborative team environment

YOU'LL WORK WITH
As a Senior Knowledge Analyst, 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 knowledge positions that allow us to pursue exciting, innovative knowledge careers.

ADDITIONAL INFORMATION
The Knowledge Team (KT) is a group of functional and/or industry experts leveraging deep domain knowledge to enable insight for case teams and clients. KT members are affiliated to BCG Practice Areas, plugged into the strategic agenda and building and deploying leading edge IP data tools/assets to deliver insight.

BCG's Knowledge Team members are staffed on cases and help co-create insights with case teams and clients through expert perspectives on industry trends, delivery of proprietary data or tools in a particular function and complex research and analysis of market information. KT members also support the PA's business development and proposals and help to organize and codify the knowledge that enables BCG to deliver superior business value for its clients.
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