Senior Manager, Contact Centre Transformation

PwC UK; Leeds; Hybrid; GBP 90,000 - 120,000; Full time

Job summary

PwC UK in Leeds is seeking a Senior Manager to lead contact centre and customer operations engagements, guiding workstreams, shaping strategies, and delivering client-ready deliverables across service excellence and operating models. You will analyse challenges, design practical solutions, support business development, and mentor junior colleagues while upholding PwC’s standards and values.

This role offers a hybrid working pattern with client site interactions and opportunities to influence

Qualifications

• Experience delivering customer-led transformation across contact centre and customer operations.
• Strong problem structuring, analysis, and stakeholder management skills.
• Proven ability to lead/workstreams and coach junior team members.

Responsibilities

• Lead contact centre and customer operations engagements and client relationships.
• Design practical solutions and deliver client-ready outputs.
• Coach junior team members and contribute to business development.
• Deliver high-quality recommendations, roadmaps, and operating models.

Job description

PwC UK in Leeds is seeking a Senior Manager to lead contact centre and customer operations engagements, guiding workstreams, shaping strategies, and delivering client-ready deliverables across service excellence and operating models. You will analyse challenges, design practical solutions, support business development, and mentor junior colleagues while upholding PwC’s standards and values.

This role offers a hybrid working pattern with client site interactions and opportunities to influence