Strategic Manager, Contact Center Transformation

PwC; Chicago (IL); Presencial; USD 99 000 - 232 000; Tempo integral

Resumo da oferta

PwC in the United States is seeking a Manager, Contact Center Transformation Strategy to lead and deliver transformation work across contact center operations within our Strategy Consulting practice in Chicago. You will manage teams, coach staff, and shape recommendations that improve service delivery and business performance.

You will apply strategy consulting skills, analyze operating models, develop roadmaps, and guide client engagement workstreams with emphasis on quality, timelines, and

Qualificações

• At least a Bachelor's degree.
• At least 6 years of experience in professional services or consulting roles that include strategy consulting experience.

Responsabilidades

• Leading contact center transformation strategy workstreams from opportunity assessment through implementation planning.
• Managing client engagement activities and guiding teams through research, analysis, and presentation development.
• Applying business analysis, strategic planning, and market research to shape contact center operating model recommendations.
• Assessing customer behavior, service performance, and industry trends to identify improvement opportunities.
• Developing transformation roadmaps that align digital tooling, AI-enabled processes, and customer strategy priorities.
• Facilitating stakeholder analysis and executive discussions to translate business needs into actionable solution options.
• Coaching junior team members on analytical methods, problem solving, and deliverable development.
• Evaluating competitive positioning, profitability impacts, and go-to-market implications for contact center operations.
• Synthesizing findings into clear recommendations that support business transformation and service excellence initiatives.

Formação académica

Bachelor's degree

Descrição da oferta de emprego

PwC in the United States is seeking a Manager, Contact Center Transformation Strategy to lead and deliver transformation work across contact center operations within our Strategy Consulting practice in Chicago. You will manage teams, coach staff, and shape recommendations that improve service delivery and business performance.

You will apply strategy consulting skills, analyze operating models, develop roadmaps, and guide client engagement workstreams with emphasis on quality, timelines, and