PwC

Senior Manager, Contact Center Transformation

PwC

full-time

Posted on:

Location Type: Hybrid

Location: New York City • California • Colorado • United States

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Salary

💰 $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 & Tools
process designcustomer experience analysisperformance metrics analysisnext-generation technology applicationcustomer service improvementchange managementbusiness developmentinnovative strategy developmentautomation solutions
Soft Skills
leadershipmentoringrelationship buildinginfluencing stakeholderscreative thinkingorganizational change managementclient needs understandingteam guidancecommunication
Certifications
Bachelor's DegreeMaster's Degree in Business Administration