Contact Centre Transformation Manager - Lead Client Delivery

PwC UK; Manchester; On-site; GBP 70,000 - 100,000; Full time

Job summary

You will also contribute to practice growth through business development, thought leadership, and proposition development, working closely with teams across PwC. The role requires inclusive leadership, professional judgement, and a commitment to PwC’s values in all client and stakeholder interactions.

Qualifications

• Experience leading contact centre and customer operations transformations.
• Strong consulting background with problem structuring and deliverables.
• Proven ability to coach junior team members and manage client relationships.

Responsibilities

• Lead workstreams or small project teams across contact centre and customer operations transformation engagements.
• Analyse client challenges and design practical solutions across service and operating models.
• Produce client-ready deliverables including roadmaps, business cases, operating models and implementation plans.

Skills

Leadership

Stakeholder management

Workshop facilitation

Communication

Analysis

Job description

You will also contribute to practice growth through business development, thought leadership, and proposition development, working closely with teams across PwC. The role requires inclusive leadership, professional judgement, and a commitment to PwC’s values in all client and stakeholder interactions.