Customer Care Transformation Consultant

Engagement: Monthly contract. Full time on the client through diagnostics, then a delivery role as the program moves into training and monitoring.

About the role

OriginBluy is running a Customer Care Gold Standard program for a large utility that serves more than 23 lakh households through 60+ walk-in service centres and an inbound call centre.

The consultant is our person on the ground: they diagnose how service works today, help define the Gold Standard, and stay through training and monitoring until the client’s own managers can hold the standard.

They report to the Principal Coach and work directly with the client’s customer care leadership, centre managers and call centre teams.

What you’ll doDiagnose

- Run mystery shopping at walk-in centres: brief and calibrate the shoppers, score visits and consolidate the findings
- Select and listen to recorded calls with a focus on outliers (best, worst, repeat and escalated calls) and find the root cause of each: behaviour, process, system or policy
- Interview centre managers, call centre team leads and functional heads
- Pull together existing SOPs, scripts, QA formats and MIS into one baseline

Define

- Map the end-to-end customer journey for the top contact reasons, both walk-in and call
- Draft the Gold Standard: interaction standards, scripts, SOPs, escalation paths and the scorecard
- Build the cost-benefit case with client Finance: contact volumes, repeat rates, cost per contact
- Run dry runs of the new standard with a pilot group and refine it

Deliver and sustain





- Co-deliver CSE and manager workshops with the trainer
- Administer the Ready-for-floor certification test
- Run post-training mystery shopping and call audits, produce centre-wise scores and prepare packs for leadership reviews
- Coach centre managers and TLs to observe, score and coach against the standard

What you bringMust have

- 10–15 years in customer service operations, including all three of the following:
- Inbound call centre: managed or ran operations or quality for an inbound voice operation, ideally 50+ seats. Hands-on with call quality monitoring, AHT, first-contact resolution, CSAT and repeat-call analysis.
- Walk-in service centres: managed a network of customer service centres or branches. Knows queue and token management, counter processes, document-heavy service requests and how to manage a multi-location network.
- Transformation projects: led at least two service transformation or process improvement projects end to end. This could be SOP standardisation, a service redesign, a contact-centre turnaround, or harmonising processes after a merger, with results you can show.
- Comfortable with data: builds analyses in Excel, works with call logs and MIS, and can turn numbers into a business case
- Can run a good interview and a good workshop.



Credible with a functional head and comfortable with a frontline executive.
- Fluent in Gujarati, Hindi and English (spoken; written Gujarati preferred)
- Willing to travel extensively within Gujarat

Good to have

- Experience in utilities, city gas distribution, power distribution, telecom, banking or insurance, meaning large regulated consumer bases with high volumes of service requests
- Familiarity with regulator-defined service standards and complaint timelines (e.g., PNGRB, state electricity regulatory commission norms)
- Lean, Six Sigma (Green Belt or above) or COPC exposure
- Experience with outsourced or agency staffing models in contact centres
- Training delivery or facilitation experience

What success looks like in the first 90 days
- A credible baseline from mystery shopping and call audits that the client’s leadership accepts
- A Gold Standard draft built from the client’s own best interactions, signed off by the client owner
- A cost-benefit case that the client’s Finance team has validated
- Strong working relationships with centre managers and call centre TLs, so that they see the program as support rather than an audit

Personal attributes
- Good at reading and getting on with people on the shop floor; earns trust quickly with frontline teams
- Rigorous with evidence: separates what they saw from what they were told
- Discreet with client data and with individual performance information
- Self-directed and able to run the program on the ground without close supervision

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📌 Customer Relationship Management Consultant (Ahmedabad)
🏢 OriginBluy | People Insights
📍 Ahmedabad