Consultant - Call Center Transformation

Locations Atlanta Chicago Connecticut - Darien Houston Miami New York City

YOUR IMPACT

As a Specialist in McKinsey's world-class Operations Practice you will be responsible for blending strategic thinking with hands‑on implementation and defining operational strategies to help our clients around the world solve their most critical problems. You will advise McKinsey clients in defining their customer care vision and aspiration, prioritizing contact center investments into a clear roadmap, designing the future state and establishing foundational enablers to service operations like org and governance models, analytics and technology, insight systems and culture change programs. Serving as the lead translator you will work between business and technology owners to problem‑solve strategic decisions on contact center tech selection, system configuration, integrations, service design, and implementation. You will participate in client development for both current and new clients through meetings and workshops on topics of interest. You will write proposals for new client engagements as well as participate in or lead key internal knowledge‑building initiatives, conferences and client workshops. You will help drive the vision for the new horizons of agentic and AI in customer care; defining new frameworks, innovative approaches, solution designs, and diagnostic assets that drive measurable client impact.

YOUR GROWTH

Driving lasting impact and building long‑term capabilities with our clients is not easy work. You are the kind of person who thrives in a high performance/high reward culture — doing hard things, picking yourself up when you stumble, and having the resilience to try another way forward. In return for your drive, determination, and curiosity, we'll provide the resources, mentorship, and opportunities you need to become a stronger leader faster than you ever thought possible. Your colleagues-at all levels‑will invest deeply in your development, just as much as they invest in delivering exceptional results for clients. Every day, you'll receive apprenticeship, coaching, and exposure that will accelerate your growth in ways you won't find anywhere else. You will have: 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. The real magic happens when you take the input from others to heart and embrace the fast‑paced learning experience, owning your journey. 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. We not only encourage diverse perspectives, but they are critical in driving us toward the best possible outcomes. 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. Plus, you'll have the opportunity to learn from exceptional colleagues with diverse backgrounds and experiences. 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. Qualifications and Skills 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 Customer Experience 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 is highly preferred. This includes both the strategic design and implementation and/or configuration of contact center technologies. Deep knowledge of common telephony and CCaaS products, including Genesys, Amazon Connect, Five9, NICE, and Google CES. 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 your 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) Our unwavering commitment to integrity drives everything we do, guiding us to always act in the best interests of our clients, our people, and the communities we serve. FOR U.S. APPLICANTS: McKinsey & Company is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by applicable law. Certain US jurisdictions require McKinsey & Company to include a reasonable estimate of the salary for this role. For new joiners for this role in the United States, including all office locations where the job may be performed, a reasonable estimated range is $192,000 - $192,000 USD - to help you understand what you can expect. This reflects our best estimate of the lowest to highest [salary/hourly wages] for this role at the time of this posting, ensuring you have a clear picture right from the start, though it's important to remember that actual salaries may vary. Factors like your office location, your unique blend of experience and skills, start date and our current organizational needs all play a part in determining the final figure. Certain roles are also eligible for bonuses, subject to McKinsey's discretion and based on factors such as individual and/or organizational performance. Additionally, we provide a comprehensive benefits package that reflects our commitment to the wellness of our colleagues and their families. This includes medical, mental health, dental and vision coverage, telemedicine services, life, accident and disability insurance, parental leave and family planning benefits, caregiving resources, a generous retirement contributions program, financial guidance, and paid time off. FOR NON-U.S. APPLICANTS: McKinsey & Company is an Equal Opportunity employer. For additional details regarding our global EEO policy and diversity initiatives, please visit our McKinsey Careers and Diversity & Inclusion sites. #J-18808-Ljbffr McKinsey & Company