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Knowledge Analyst - Service Operations

  • Wrocław, dolnośląskie
  • Specjalista
  • 06.01.2019

    Pracodawca ma prawo zakończyć rekrutację we wcześniejszym terminie.

    Knowledge Analyst - Service Operations

     

     

    You will be based in Wroclaw and may need to travel frequently to serve clients onsite in Europe and globally.

        

    You will work with McKinsey’s Service Operations Analytics & Tech Lab team in Wroclaw, our McKinsey Knowledge Center. This team is the analytics and technology wing of our Service Operations practice.

     

    The Service Operations service line helps companies in all service sectors, from banking to telecommunications and from high-tech to retail, to use their service offerings as a source of competitive advantage and to deliver the best service in the most efficient and effective way.

     

    We help our customers design, transform, refine, and improve their full spectrum of service operations. Our work encompasses process optimization in front-line operations in retail stores and bank branches, back-office and transaction processing operations, after-sales service, support and maintenance, customer service operations, and call centers. We also support our clients at a strategic level, helping them choose the best service offerings for their customers and deliver them at the right level.

    What you'll do: 

    You will collaborate with our client teams to help solve complex problems in the Service Operations domain and support analytical work on these topics. 

     

    70-80% of the time you will serve on client engagements to run various analyses and prepare summary pages, initially in partnership with senior team members. You will occasionally serve as a full-time member on client service teams at client locations. The remainder of your time (20-30%) will be spent doing analytical work outside Service Operations domains for McKinsey clientele, which would include, among others, usage of operations research and statistical techniques for data analysis.

     

    Additionally, you will proactively create reusable knowledge products that capture the insights gained from McKinsey's engagements and changes in the business environment. You will also have the opportunity to coach and mentor junior analysts when appropriate.

     

    Few of the areas where team extensively work:

     

    1. Customer care and back office

    • Strategy for digital (self-care) channels and outsourcing/offshoring
    • Peer benchmarking
    • New technologies and analytics 

    2. Workforce management

    • Demand forecasting 
    • Staff planning and scheduling to optimize costs 
    • Real-time scheduling and performance management

    3. Field and Fleet Analytics

    • Field force optimization while meeting SLA
    • Optimal routing and warehouse management
    • Fleet performance management to better utilize it

    Qualifications:     

    • Master’s/Bachelor's degree preferably in Operations Research, Economics, Mathematics, Statistics or Econometrics  
    • 1-3 years of professional experience in an analytical role 
    • Good programming skills in Excel and VBA
    • Database handling techniques
    • Good working knowledge of tools like Alteryx and Tableau
    • Statistical techniques like Design of Experiments, Correlation and regression analysis, t-test
    • Knowledge of Operations/Service Operations domain on topics like customer care, workforce management, and field operations
    • Experience working with a cross-functional team
    • Excellent problem-solving skills, including the ability to disaggregate issues, identify root causes and recommend solutions
    • Ability to work collaboratively in a team environment and effectively with people at all levels in an organization
    • Ability to communicate complex ideas effectively – both verbally and in writing – in English

    We Offer:

    International environment
    Global & diversified project
    Inclusive & non-hierarchical environment
    Training & development
    Social events & initiatives
    Annual bonus
    Private medical & dental insurance
    Lunch allowance
    Snacks
    Benefit platform
    Polish language classes
    Relocation
    International
    environment
    Global
    &
    diversified
    project
    Inclusive
    &
    non-hierarchical
    environment
    Training
    &
    development
    Social events
    &
    initiatives
    Annual bonus
    Private medical
    &
    dental insurance
    Lunch allowance
    Snacks
    Benefit
    platform
    Polish
    language
    classes
    Relocation
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