Senior Call Centre (Workforce) Director

PricewaterhouseCoopers; Canada; On-site; CAD 162,000 - 271,000; Full time

Job summary

PricewaterhouseCoopers is looking for a talented Director to join its Omnichannel Contact Centre Consulting team. The ideal candidate will excel in providing advisory services and leading transformations in call centre technology, ensuring operational efficiency across various industries.

Qualifications

• 10+ years of experience in Contact Centre and Workforce Management.
• Expertise in call centre WFM tools like NICE WFM, Genesys WFM.
• Experience with call centre technology implementations and Salesforce Service Cloud is a plus.

Responsibilities

• Provide advisory services to enhance contact centre operations.
• Grow the practice through new business development.
• Lead delivery of projects and manage multidisciplinary client relationships.

Skills

Analytical Thinking

Communication

Creativity

Empathy

Implementation Support

Tools

Genesys

AWS Amazon Connect

NICE inContact

Job description

Line of Service

Advisory

Industry/Sector

Not Applicable

Specialism

Salesforce

Management Level

Director

Job Description & Summary

At PwC, our business application consulting team specializes in providing consulting services for various business applications, helping clients optimize operational efficiency. We analyze client needs, implement software solutions, and provide training and support for seamless integration and utilization of business applications to help clients achieve their strategic objectives.

We are seeking a Director to join PwC’s Omnichannel Contact Centre Consulting team, with a focus on call centre operations, technology, and transformation.

Meaningful work you’ll be part of

As a Senior Call Centre (Workforce) Director, you’ll be part of a problem-solving team, helping to address business issues, deliver high-quality client service, and improve operational efficiency. Responsibilities include but are not limited to:

• Providing advisory services to PwC clients across industries such as Public Sector, Financial Services, Telecommunications, Retail, Utilities, and supporting PwC consulting teams on contact centre operational and technology transformation
• Growing the practice through new business development and leading the delivery of projects (sales through execution)

Experiences and skills you’ll use

• 10+ years of experience in Contact Centre and Workforce Management
• Extensive knowledge of workforce management, including forecasting, capacity planning, scheduling, and intraday management
• Proven track record in omnichannel strategies and deployment
• Experience with call centre hardware and software such as Genesys, AWS Amazon Connect, NICE inContact, IVR, quality monitoring tools, CRM, chatbots, RPA, etc.
• Contributions to contact centre transformations and a good understanding of business operations and industry trends
• Deep knowledge of call centre WFM tools like NICE WFM, Genesys WFM, Verint Impact 360, etc.
• Understanding of technology trends like Gen AI, WFM, CCaaS
• Expertise in CCaaS design, implementation, and optimization
• Solid understanding of call centre metrics, KPIs, scorecards, accountability frameworks, and knowledge management tools
• Experience collaborating in team environments with internal and client teams
• Ability to work creatively and analytically in problem-solving environments
• Desire to manage and develop client relationships and lead multidisciplinary projects
• Experience with call centre technology implementations and Salesforce Service Cloud is a plus
• Knowledge of cloud platforms like AWS, Google Cloud, Azure is an asset
• Fluency in French is required for Quebec-based roles; outside Quebec, it's an asset

Salary Range

The salary range for this position in BC is $162,200 - $216,200 - $270,200 CAD annually, plus potential bonuses. Actual compensation depends on skills, experience, and location.

Why you’ll love PwC

Join diverse teams helping clients build trust and achieve outcomes. We offer a meaningful work environment, career development, competitive pay, inclusive benefits, and flexibility programs. Learn more at: https://jobs-ca.pwc.com/ca/en/life-at-pwc

We acknowledge the lands of the First Nations, Métis, and Inuit Peoples and commit to allyship and inclusion.

Education

Degrees/Field of Study: Not specified

Certifications

Certifications: Not specified

Required Skills

Accepting Feedback, Active Listening, Analytical Thinking, Business Process Modeling, Communication, Creativity, Emerging Technologies, Emotional Regulation, Empathy, Implementation Support, Influence, Innovation, etc.

Optional Skills

Additional skills include Business Model Development, Business Systems, Coaching, Developing Training Materials, Embracing Change, etc.

Languages

French fluency required in Quebec; asset outside Quebec

Travel Requirements

0%

Work Visa Sponsorship

No

Government Clearance

No

Job Posting End Date

The posting emphasizes PwC’s commitment to diversity, inclusion, and accommodations during the hiring process.