Note: The job is a remote job and is open to candidates in USA. PwC is a leading professional services firm that provides strategic guidance and insights to organizations. As a Senior Manager in the Business Transformation team, you will lead client engagements focused on contact center transformation, serving as a strategic advisor to enhance customer service quality and operational effectiveness.
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
- Bachelor's Degree
- At least 8 years of experience in consulting and/or industry roles within customer service/contact centers
- Master's Degree in Business Administration preferred
- Demonstrating leadership in creative thinking and application of next-generation technology to contact center operations
- Understanding of customer experience drivers and innovative strategies to meet customer needs
- Supporting business development and practice growth initiatives
- Building trusted client relationships and influencing stakeholders
- Leading organizational change management customer adoption initiatives
- Experience in clean sheet process design
- Familiarity with Contact Center technology and tools such as CCaaS, Conversational AI, Agent Desktop, Omnichannel, Agent Assist and emerging digital AI/GenAI, and automation solutions
- Possessing a proven track record of delivering measurable improvements in customer service
Benefits
- Annual discretionary bonus
- Medical
- Dental
- Vision
- 401k
- Holiday pay
- Vacation
- Personal and family sick leave
Company Overview