CSX - Manager, Contact Center Transformation

PwC; New York (NY); On-site; USD 99,000 - 232,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k

Holiday pay

Vacation

Personal and family sick leave

Job summary

PwC in New York is seeking a Manager in Contact Center Transformation to lead client engagements, guide teams, and drive CX improvements across service delivery. You will mentor staff, manage accounts, and identify opportunities to enhance client outcomes and delivery quality.

The role emphasizes strategic planning, KPI-driven performance, and fostering innovation within the team while ensuring compliance and strong client relationships. A discretionary bonus is available.

Qualifications

• At least a Bachelor's degree.
• At least 5 years of experience.

Responsibilities

• Leading contact center transformation initiatives to enhance customer experience
• Guiding teams in developing and implementing customer engagement strategies
• Utilizing analytical thinking to drive business process improvements and optimize customer service management
• Building and maintaining relationships with clients to foster customer satisfaction and retention
• Developing customer journey analysis and segmentation to tailor service design and delivery
• Promoting the use of KPIs to measure and improve service excellence
• Coaching and mentoring team members to enhance their skills in customer relations and strategic questioning
• Identifying opportunities for trend analysis to inform customer strategy and service innovation
• Confirming data integrity and compliance within customer relationship management frameworks

Skills

CX Strategy

Customer Journey Analysis

Business Process Improvement

Customer Retention

Coaching & Mentoring

Team Leadership

Stakeholder Management

Education

Bachelor's degree

Job description

The Opportunity

As a Manager in Contact Center Transformation, you will lead initiatives within our Customer Experience practice, focusing on enhancing client interactions and optimizing service delivery. As a Manager, you will guide and develop teams, manage client service accounts, and drive client engagement workstreams. You will leverage your strategic planning skills and mentor junior staff to deliver exceptional client service. In this role, you will be accountable for project success, maintaining standards, and inspiring your team to deliver quality outcomes. You will also play a crucial role in identifying opportunities that contribute to the success of our firm. Embracing technology and innovation, you will enhance your delivery and encourage others to do the same.

Responsibilities

• Leading contact center transformation initiatives to enhance customer experience
• Guiding teams in developing and implementing customer engagement strategies
• Utilizing analytical thinking to drive business process improvements and optimize customer service management
• Building and maintaining relationships with clients to foster customer satisfaction and retention
• Developing customer journey analysis and segmentation to tailor service design and delivery
• Promoting the use of key performance indicators (KPIs) to measure and improve service excellence
• Coaching and mentoring team members to enhance their skills in customer relations and strategic questioning
• Identifying opportunities for trend analysis to inform customer strategy and service innovation
• Confirming data integrity and compliance within customer relationship management frameworks

What You Must Have

• At least a Bachelor's degree
• At least 5 years of experience

What Sets You Apart

• Preference for at least one of the following fields of study: Computer Engineering, Information CyberSecurity, Computer and Information Science, Information Technology, Management Information Systems, Computer Applications
• Demonstrating proficiency in Customer Experience (CX) Strategy and Customer Journey Analysis
• Utilizing Business Process Improvement techniques to enhance customer satisfaction
• Excelling in Customer Relationship Management and Customer Retention strategies
• Embracing change and demonstrating learning agility in dynamic environments
• Analyzing trends and utilizing Key Performance Indicators (KPIs) for strategic decision-making
• Leading teams with a focus on coaching and feedback to drive service excellence

The salary range for this position is: $99,000 - $232,000. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws. All hired individuals are eligible for an annual discretionary bonus. PwC offers a wide range of benefits, including medical, dental, vision, 401k, holiday pay, vacation, personal and family sick leave, and more. To view our benefits at a glance, please visit the following link: https://pwc.to/benefits-at-a-glance

As PwC is anequal opportunity employer, all qualified applicants will receive consideration for employment at PwC without regard to race; color; religion; national origin; sex (including pregnancy, sexual orientation, and gender identity); age; disability; genetic information (including family medical history); veteran, marital, or citizenship status; or, any other status protected by law.

PwC does not intend to hire experienced or entry level job seekers who will need, now or in the future, PwC sponsorship through the H-1B lottery, except as set forth within the following policy: https://pwc.to/H-1B-Lottery-Policy.

Learn more about how we work: https://pwc.to/how-we-work

For only those qualified applicants that are impacted by the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles' Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, San Diego County Fair Chance Ordinance, and the California Fair Chance Act, where applicable, arrest or conviction records will be considered for Employment in accordance with these laws. At PwC, we recognize that conviction records may have a direct, adverse, and negative relationship to responsibilities such as accessing sensitive company or customer information, handling proprietary assets, or collaborating closely with team members. We evaluate these factors thoughtfully to establish a secure and trusted workplace for all.