CSX - Manager, Contact Center Transformation

PricewaterhouseCoopers•Tampa, NY

13d•Hybrid

About The Position

As a Manager in Contact Center Transformation, you will lead initiatives within our Customer Experience practice, focusing on enhancing client interactions and optimizing service delivery. As a Manager, you will guide and develop teams, manage client service accounts, and drive client engagement workstreams. You will leverage your strategic planning skills and mentor junior staff to deliver exceptional client service. In this role, you will be accountable for project success, maintaining standards, and inspiring your team to deliver quality outcomes. You will also play a crucial role in identifying opportunities that contribute to the success of our firm. Embracing technology and innovation, you will enhance your delivery and encourage others to do the same.

Requirements

At least a Bachelor's degree
At least 5 years of experience

Nice To Haves

Preference for at least one of the following fields of study: Computer Engineering, Information CyberSecurity, Computer and Information Science, Information Technology, Management Information Systems, Computer Applications
Demonstrating proficiency in Customer Experience (CX) Strategy and Customer Journey Analysis
Utilizing Business Process Improvement techniques to enhance customer satisfaction
Excelling in Customer Relationship Management and Customer Retention strategies
Embracing change and demonstrating learning agility in dynamic environments
Analyzing trends and utilizing Key Performance Indicators (KPIs) for strategic decision-making
Leading teams with a focus on coaching and feedback to drive service excellence

Responsibilities

Leading contact center transformation initiatives to enhance customer experience
Guiding teams in developing and implementing customer engagement strategies
Utilizing analytical thinking to drive business process improvements and optimize customer service management
Building and maintaining relationships with clients to foster customer satisfaction and retention
Developing customer journey analysis and segmentation to tailor service design and delivery
Promoting the use of key performance indicators (KPIs) to measure and improve service excellence
Coaching and mentoring team members to enhance their skills in customer relations and strategic questioning
Identifying opportunities for trend analysis to inform customer strategy and service innovation
Confirming data integrity and compliance within customer relationship management frameworks