Senior Manager, Contact Center Transformation & Strategy

PwC

Chicago (IL)

On-site

USD 124,000 - 280,000

Full time

14 days+

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Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k

Holiday pay

Vacation

Personal and family sick leave

Job summary

PwC is seeking a Senior Manager to drive corporate and business strategy initiatives. You will analyze market trends, assess performance, and develop recommendations to help clients achieve growth, while coaching teams and delivering high-impact outcomes.

You will lead complex engagements, apply systems thinking, and influence stakeholders to execute strategic actions that align with client objectives and PwC standards.

Qualifications

Bachelor's Degree required; 8+ years in consulting/industry roles in customer service or contact centers.
MBA preferred; experience leading strategic initiatives and teams.
Proven ability to drive customer-focused, data-driven improvements in contact center ops.

Responsibilities

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.

Skills

Leadership

Mentorship

Communication

Strategic thinking

Analytical thinking

Stakeholder management

Education

Bachelor's Degree

Master's Degree in Business Administration

Tools

CCaaS

Conversational AI

Agent Desktop

Omnichannel

Agent Assist

GenAI

Automation solutions

Job description

You will lead complex engagements, apply systems thinking, and influence stakeholders to execute strategic actions that align with client objectives and PwC standards.

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