Senior Manager, Contact Center Transformation
PwC
full-time
Posted on:
Location Type: Remote
Location: Remote • California, Colorado, Florida, Illinois, New York • 🇺🇸 United States
Visit company websiteSalary
💰 $124,000 - $280,000 per year
Job Level
Senior
About the role
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
process designcustomer experience driversnext-generation technologycustomer service improvementsautomation solutions
Soft skills
leadershipcreative thinkingmentoringrelationship buildinginfluencing stakeholders
Certifications
Bachelor's DegreeMaster's Degree in Business Administration