Senior Manager, Contact Center Transformation
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Job Description
Senior Manager leading client engagements in contact center transformation within PwC. Driving strategic decision making and mentoring teams to enhance customer service quality.
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
Requirements:
- Bachelor's Degree
- At least 8 years of experience in consulting and/or industry roles within customer service/contact centers
- 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.
Benefits:
- medical
- dental
- vision
- 401k
- holiday pay
- vacation
- personal and family sick leave
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