Contact Center Transformation - Senior Manager

PwC · Chicago, IL · 2 wk ago

Business Development$124k–$280k/yrFull-time

The Opportunity

As a Contact Center Transformation - Senior Manager, you will lead the charge in transforming client contact centers by leveraging innovative technologies and strategies. Within our Advisory practice, you will play a pivotal role in enhancing client interactions and driving operational excellence. As a Senior Manager, you will apply your skills to lead large projects, innovate processes, and maintain operational excellence while interacting with clients at a strategic level to drive project success. You will motivate and coach teams to solve complex problems, applying sound judgment and developing high-performing, diverse, and inclusive teams.

Responsibilities

Leading the transformation of contact center operations through innovative strategies and solutions
Guiding teams in the implementation of AI-powered contact center solutions to enhance customer interactions
Utilizing Amazon Connect and Genesys CloudCX to optimize contact center architecture and operations
Developing and executing contact center strategies that align with client business objectives
Overseeing the customization and development of user interfaces using AngularJS and React frameworks
Conducting usability testing and user research to inform design improvements and enhance user experience
Building and maintaining relationships with clients to identify and address operational challenges
Promoting the adoption of omnichannel contact center implementations to improve service delivery
Analyzing industry trends to provide strategic insights and recommendations for contact center transformation
Coaching and mentoring teams to foster a culture of continuous improvement and service excellence

What You Must Have

A Bachelor's degree
At least 7 years of experience

What Sets You Apart

Demonstrating proficiency in AI-powered contact center solutions
Utilizing Amazon Connect for seamless contact center operations
Implementing omnichannel contact center strategies effectively
Leading contact center transformation projects with innovative approaches
Excelling in contact center analytics for data-driven decisions
Designing user-centric interfaces with Human-Computer Interaction principles
Developing high-performing teams through strategic coaching and feedback

Pay Range

$124,000 - $280,000

Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws.

Benefits

PwC offers a wide range of benefits, including medical, dental, vision, 401k, holiday pay, vacation, personal and family sick leave, and more.

To view our benefits at a glance, please visit the following link: https://pwc.to/benefits-at-a-glance.

EEO Statement

PwC is an equal opportunity employer, all qualified applicants will receive consideration for employment at PwC without regard to race; color; religion; national origin; sex (including pregnancy, sexual orientation, and gender identity); age; disability; genetic information (including family medical history); veteran, marital, or citizenship status; or, any other status protected by law.

PwC does not intend to hire experienced or entry level job seekers who will need, now or in the future, PwC sponsorship through the H-1B lottery, except as set forth within the following policy: https://pwc.to/H-1B-Lottery-Policy.

Job Location

To view where you'll be working, please visit the following link: https://pwc.to/job-location.