CSX - Manager, Contact Center Transformation Strategy&
About the role
A career within Operations Consulting services will provide you with the opportunity to help our clients optimize all elements of their operations to move beyond the role of a cost effective business enabler and become a source of competitive advantages. We focus on product innovation and development, supply chain, procurement and sourcing, manufacturing operations, service operations and capital asset programs to drive both growth and profitability.
Responsibilities
- Foster stronger client relationships to drive successful outcomes
- Mentor junior staff to develop their skills and capabilities
- Analyze and implement process improvements for better effectiveness
- Collaborate with stakeholders to design impactful omnichannel strategies
- Maintain elevated standards of project delivery and client satisfaction
- Utilize diagnostic insights to inform strategic decision-making
Requirements
None specified
Qualifications
- Bachelor's Degree
- 5 years of consulting and/or industry roles within customer service/contact center operations
Skills
- Master's Degree in Business Administration preferred
- Experience with omnichannel customer service strategies
- Knowledge of CCaaS, AI/automation, and contact center technologies
- Building client relationships and delivering innovative solutions
- Proficiency in data analysis and customer service performance measurement
- Demonstrating ability to mentor junior team members
- Enhancing team capability through coaching and development
- Leading digital transformation initiatives
Benefits
- Health Care: Comprehensive medical coverage, vision care, dental and health savings accounts.
- Retirement: PwC offers a 401(k) Savings Plan and a Wealth Builder retirement plan completely funded by PwC.
- Maternity / Paternity Leave: Eligible new parents receive, within the first year from birth or adoption/foster placement, 12 weeks of paid parental leave. Parents have the option to work 60% of hours, at full-time pay, for an additional four weeks immediately following paid parental leave.
- Paid Time Off: The Firm recognizes 13 paid holidays and provides extended Firm holidays around the July 4 holiday and Christmas and New Year holiday. You accrue vacation time of between three weeks (15 work days) and one month (22 work days) per year, based upon staff classification and length of service with PwC.
- Committing to growth: You’ll receive AI training and human skills you need to become a leader in today's workplace.
- Bring your best, every day: We empower our people and strive to provide a people experience grounded in care for you and your well-being.
Pay
The salary range for this position is: $99,000 - $232,000. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws. All hired individuals are eligible for an annual discretionary bonus. 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.
Schedule
Up to 80%