CSX - Senior Associate, Contact Center Transformation

About the role

As part of the Customer Experience team, you will lead impactful projects that enhance customer service quality and effectiveness. As a Senior Associate, you will play a pivotal role in guiding teams, managing client relationships, and driving innovative solutions that transform customer operations.

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

• Bachelor's Degree
• 3 years of consulting and/or industry roles within customer service/contact center operations

Qualifications

• 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
• Demonstrated ability to mentor junior team members
• Enhancing team capability through coaching and development
• Leading digital transformation initiatives

Skills

• Respond effectively to the diverse perspectives, needs, and feelings of others
• Use a broad range of tools, methodologies and techniques to generate new ideas and solve problems
• Use critical thinking to break down complex concepts
• Understand the broader objectives of your project or role and how your work fits into the overall strategy
• Develop a deeper understanding of the business context and how it is changing
• Use reflection to develop self awareness, enhance strengths and address development areas
• Interpret data to inform insights and recommendations
• Uphold and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance), the Firm's code of conduct, and independence requirements

Benefits

The salary range for this position is: $77,000 - $202,000. 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.

Equal Opportunity Employer

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.

Los Angeles County Fair Chance Ordinance for Employers

For those impacted by the Los Angeles County Fair Chance Ordinance for Employers, arrest or conviction records will be considered for employment in accordance with these laws.