Note: The job is a remote job and is open to candidates in USA. PwC is a leader in customer consulting, focusing on enhancing client customer experiences through innovative strategies. As a Manager in the Contact Center Transformation Strategy, you will lead projects that improve customer service quality, mentor junior staff, and drive impactful omnichannel strategies.
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
Skills
- Bachelor's Degree
- 5 years of consulting and/or industry roles within customer service/contact center operations
- 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
- 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.
Company Overview
At PwC, we help clients drive their companies to the leading edge. It was founded in 1998, and is headquartered in London, England, GBR, with a workforce of 10001+ employees. Its website is http://pwc.com.