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
What Sets You Apart
- 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
Pay
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.
Schedule
This is a full-time position with up to 60% travel requirements.
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.
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.
Application Instructions
Applications will be accepted until the position is filled or the posting is removed, unless otherwise set forth on the following webpage: https://pwc.to/us-application-deadlines.