Based on the description, it looks very much to be back-office. Looks like it's call/operations center process management/improvement. Very much operational and not strategy consulting (if that's what you're looking for).
Super important: If you don't understand what the job actually entails, don't take it! You need to speak with HR and other people on the team to really understand the job. If they invite you to interview, remember that it's not just them interviewing you, but you interviewing them!
Asking smart, direct questions to the company/team itself is going to get you a lot more clarity than us interpreting a job description :)