Manager - Customer Services and Contact Centers, BCG Vantage

Locations: Madrid | Canary Wharf | Munich

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 Manager – BCG Vantage within BCG's Operations Practice Area 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.

As a Manager – BCG Vantage, you will be expected to mentor and guide junior colleagues and may line manage a team, taking responsibility for their goal setting, ongoing feedback and career development support.

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

• 3+ years of consulting experience in relevant to Customer Service and Contact Centers; candidates with consulting experience preferred
• In lieu of consulting experience, 4+ years minimum industry experience required; 6 -10 + 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 Manager – 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.

Additional info

BCG Vantage is a powerhouse of expertise, seamlessly embedded within Practice Areas and markets to drive extraordinary impact. It equips BCG case teams and clients with cutting-edge expertise, proprietary assets, actionable data, and transformative insights that empower our case teams and enable our clients to achieve their aspirations.

With global experts across 20 Practices, covering more than 100 topics, sectors and offers, plus four focused geographic markets, BCG Vantage delivers unparalleled depth and breadth of insight & expertise.

BCG Vantage consists of three career paths, each playing a crucial role in delivering value to clients, case teams and practice teams.

• Client Focus (Embedded Expertise) - Integrates into client-facing teams to deliver direct client impact through expertise, know-how, and proprietary tools and assets
• Topic Activation (Sector Expertise with Proprietary Tool & Data Solutions) - Combines deep domain insights with our know-how and proprietary assets to address targeted challenges directly with clients and project teams; co-creates insights on industry trends and functional topics, proprietary data and tools, and teams to codify IP that all enables BCG to deliver excellent business value with its clients
• Research (Practice Topic and Sector-Aligned Research and Insights) - Delivers actionable research and insights tailored to the client project’s needs; works with qualitative and quantitative data, conducts research and provides synthesized results from sources including commercial data, public and open source, company and industry research, macro-economic, commodities and trade data

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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