Senior Manager, Contact Center Transformation Strategy

PwC; New York (NY); On-site; USD 124,000 - 280,000; Full time

Benefits offered by this job

medical

dental

vision

401k

holiday pay

vacation

personal and family sick leave

Job summary

PwC is seeking a Senior Manager in its CSX practice to lead end-to-end client engagements focused on contact center transformation. You will serve as a strategic advisor, collaborating with client senior leaders to design and implement innovative strategies that improve customer service quality and operational effectiveness.

You will mentor teams, manage stakeholders, and drive growth while contributing to PwC's intellectual capital in this field.

Qualifications

• Bachelor's degree required.
• At least 8 years of experience in consulting and/or industry roles within customer service/contact centers.
• Master's Degree in Business Administration preferred.

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

Strategy

Stakeholder management

Coaching

Change management

Problem solving

Education

Bachelor's Degree

Master's Degree preferred

Tools

CCaaS

Conversational AI

Omnichannel

Agent Desktop

GenAI

Automation

Job description

PwC is seeking a Senior Manager in its CSX practice to lead end-to-end client engagements focused on contact center transformation. You will serve as a strategic advisor, collaborating with client senior leaders to design and implement innovative strategies that improve customer service quality and operational effectiveness.

You will mentor teams, manage stakeholders, and drive growth while contributing to PwC's intellectual capital in this field.