Industry/Sector
Not Applicable
Specialism
Corporate and Business Strategy
Management Level
Senior Manager
Job Description & Summary
The Opportunity
As part of the Business Transformation team in PwC's CSX practice, you will lead the end-to-end delivery of client engagements focused on contact center transformation. As a Senior Manager, you will serve as a strategic advisor, working with client senior leaders to design and implement innovative strategies that enhance customer service quality and operational effectiveness. This role offers the chance to drive strategic decision making, shape client outcomes, drive business growth, and mentor teams, all while contributing to PwC's intellectual capital in the field of contact center transformation.
Responsibilities
- Analyze performance metrics to identify areas for enhancement and operational effectiveness
- Mentor and guide teams to enhance their skills and deliver quality results
- Foster sturdy relationships with clients to understand their needs and expectations
- Align project goals with overall business objectives
What You Must Have
- Bachelor's Degree
- At least 8 years of experience in consulting and/or industry roles within customer service/contact centers
What Sets You Apart
- Master's Degree in Business Administration preferred
- Demonstrating leadership in creative thinking and application of next-generation technology to contact center operations
- Understanding of customer experience drivers and innovative strategies to meet customer needs
- Supporting business development and practice growth initiatives
- Building trusted client relationships and influencing stakeholders
- Leading organizational change management customer adoption initiatives
- Experience in clean sheet process design
- Familiarity with Contact Center technology and tools such as CCaaS, Conversational AI, Agent Desktop, Omnichannel, Agent Assist and emerging digital AI/GenAI, and automation solutions
- Possessing a proven track record of delivering measurable improvements in customer service
Travel Requirements
Up to 80%
Job Posting End Date
The salary range for this position is: $124,000 - $280,000. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws. All hired individuals are eligible for an annual discretionary bonus. PwC offers a wide range of benefits, including medical, dental, vision, 401k, holiday pay, vacation, personal and family sick leave, and more. To view our benefits at a glance, please visit the following link: https://pwc.to/benefits-at-a-glance
Learn more about how we work: https://pwc.to/how-we-work
Applications will be accepted until the position is filled or the posting is removed, unless otherwise set forth on the following webpage. Please visit this link for information about anticipated application deadlines: https://pwc.to/us-application-deadlines
