Associate - Implementation - Contact Center Transformation
McKinsey & Company
Associate - Implementation - Contact Center Transformation
Job ID: 95788
Your Impact
Your Growth
- 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. 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, which includes medical, dental, mental health, and vision coverage for you, your spouse/partner, and children.
Your qualifications and skills
- Undergraduate degree required, master’s degree in engineering, business, operations or related disciplines preferred
- 5+ years of relevant experience that includes a progressive career trajectory, outstanding professional achievement and impact preferably with large, multi-national companies/organizations
- Experience in at least two of the following: customer experience process improvement; frontline, field service or customer care process transformation; general and administrative (Finance / HR) function transformation or process implementation in the middle office (claims, mortgages, case management) or contact center
- Demonstrated experience successfully leading a transformational/capability building activity within a back office / shared service center in any industry or frontline services environment such as retail, telecom, banking, travel and transport, hospitality, financial services
- Highly capable problem solver, able to work on complex problems requiring strong analytical, conceptual and quantitative ability
- Ability to create work product-focused materials / outputs, which may include PowerPoint decks, Excel models, articles, or other written deliverables
- Ability to work collaboratively in a team and create an inclusive environment with people at all levels of an organization
- Willingness to travel up to 80% and work in varying environments that may be challenging and/or not accessible (e.g., factories, hospitals, mines)
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.
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Job Skill Code - SIC - Senior Implementation Coach
Function - Operations
Industry -
Post to LinkedIn - Yes
Posted to LinkedIn Date - Tue Mar 04 00:00:00 GMT 2025
LinkedIn Posting City - Miami
LinkedIn Posting State/Province - Florida
LinkedIn Posting Country - United States
LinkedIn Job Title - Associate - Implementation - Contact Center Transformation
LinkedIn Function - Consulting
LinkedIn Industry - Financial Services;Insurance;Outsourcing/Offshoring
LinkedIn Seniority Level - Associate