PwC

Senior Manager, Contact Center Transformation

PwC

full-time

Posted on:

Location Type: Office

Location: Los Angeles • California, Colorado, Florida, Illinois, New York • 🇺🇸 United States

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Salary

💰 $124,000 - $280,000 per year

Job Level

Senior

About the role

  • Diagnose performance gaps and design impactful omnichannel strategies
  • Oversee and mentor teams throughout project execution
  • Foster sturdy client relationships to promote satisfaction and success
  • Drive continuous improvement initiatives within the practice

Requirements

  • Bachelor's Degree
  • At least 8 years of experience in consulting and/or industry roles within a customer service/contact center
  • Master's Degree in Business Administration preferred
  • Demonstrating leadership in digital contact center operations
  • Driving customer experience transformation through innovative strategies
  • Supporting business development and practice growth initiatives
  • Building trusted client relationships and influencing stakeholders
  • Developing cases for change that highlight cost savings
  • Analyzing business outcomes opportunities for clients
  • Applying technology to enhance customer experience
  • Familiarity with CCaaS, CRM, and applying AI in contact centers
  • Leading end-to-end delivery of client engagements focused on contact center transformation
  • Demonstrating consistent delivery of measurable improvements in customer service performance and cost-to-serve reduction
Benefits
  • medical
  • dental
  • vision
  • 401k
  • holiday pay
  • vacation
  • personal and family sick leave
  • annual discretionary bonus

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer experience transformationdigital contact center operationsbusiness developmentcost savings analysistechnology application in customer experienceend-to-end delivery of client engagementsmeasurable improvements in customer service performancecost-to-serve reduction
Soft skills
leadershipmentoringclient relationship buildingstakeholder influencingcontinuous improvementproject execution
Certifications
Bachelor's DegreeMaster's Degree in Business Administration