Sr Consultant

Job summary Sr Consultant in customer service will design and optimize service processes for global clients in a hybrid work model focusing on day shift operations and zero travel commitments. The role involves analyzing service performance guiding adoption of best practices and driving continuous improvement that enhances customer satisfaction and supports sustainable business growth for the multinational organization. Responsibilities Design customer service strategies and frameworks that enhance resolution quality and reduce handling times while aligning with day shift operational constraints and hybrid work practicesAnalyze customer interaction data and service metrics to identify patterns in issues and opportunities for improving satisfaction and retention across diverse client portfoliosDevelop standardized service workflows and escalation paths that simplify agent decision making and consistently meet contractual service levels for global customersImplement customer service policies and knowledge structures that ensure clear guidance for agents and promote accurate and empathetic responses across channelsCollaborate with cross functional stakeholders to refine service processes so that technology tools human efforts and customer expectations remain well coordinatedCreate detailed documentation for procedures playbooks and best practices that supports efficient onboarding of new team members and continuous skill maturity for existing staffProvide guidance on omnichannel service practices that integrate voice email chat and self service options to deliver a coherent and reliable customer experienceMonitor daily service performance in a hybrid environment and propose targeted interventions that address recurring bottlenecks without disrupting day shift stabilityDrive continuous improvement initiatives that streamline repetitive tasks reduce manual errors and free agents to focus on high value customer interactionsConduct structured root cause analysis for complex service breakdowns and recommend pragmatic changes that reduce recurrence and strengthen customer trustCoordinate with training teams to translate customer service insights into practical learning content that elevates agent capabilities and confidence in handling challenging scenariosEvaluate customer feedback and survey results and convert them into prioritized enhancement plans that align operational changes with real customer expectationsAdvise management on service transformation opportunities that support the multinational company purpose of responsible growth improved customer wellbeing and positive societal impact through fair and responsive service practices Qualifications Demonstrate five to seven years of progressive experience in customer service consulting or advanced service operations with measurable contributions to service quality and efficiencyShow strong practical knowledge of customer service process design incident handling and escalation management in structured environments with clear performance objectivesApply expertise in using service metrics dashboards and reporting tools to interpret performance trends and translate numerical insights into actionable improvement recommendationsExhibit proficiency in written and verbal communication that enables clear documentation of complex procedures and constructive interaction with diverse stakeholder groupsUtilize problem solving skills and analytical thinking to diagnose root causes of customer dissatisfaction and design realistic and sustainable corrective actionsDisplay familiarity with common customer service platforms and case management tools and demonstrate the ability to configure workflows in line with business requirementsMaintain disciplined work practices suitable for a hybrid model and day shift schedule including reliable self management time prioritization and structured remote collaboration .