Senior Manager, Contact Center Transformation Strategy

PwC; Dallas (TX); On-site; USD 124,000 - 280,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401k plan

Paid holidays

Vacation days

Sick leave

Job summary

PwC seeks a Senior Manager in the Business Transformation team (CSX practice) to lead end-to-end client engagements in contact center transformation. You will partner with client senior leaders to design and implement innovative strategies that improve customer service quality and operational effectiveness.

You will mentor teams, manage relationships, and drive growth while contributing to PwC's intellectual capital in the field of contact center transformation.

Qualifications

• Bachelor's Degree and 8+ years in consulting or industry roles in customer service/contact centers
• Experience leading client engagements and teams
• Strong communication and stakeholder management

Responsibilities

• Analyze performance metrics to identify improvements
• Mentor and guide teams to deliver quality results
• Build strong client relationships and manage expectations
• Align project goals with business objectives

Skills

Clear communication

Systems thinking

Client-facing

Coaching

Decision making

Team leadership

Professional standards

PwC guidance familiarity

Education

Bachelor's Degree

8+ years experience

Tools

CCaaS

Conversational AI

Agent Desktop

Omnichannel

GenAI/AI tools

Job description

PwC seeks a Senior Manager in the Business Transformation team (CSX practice) to lead end-to-end client engagements in contact center transformation. You will partner with client senior leaders to design and implement innovative strategies that improve customer service quality and operational effectiveness.

You will mentor teams, manage relationships, and drive growth while contributing to PwC's intellectual capital in the field of contact center transformation.