CSX - Senior Manager, Contact Center Transformation

PricewaterhouseCoopers•New York, NY

About The Position

As part of the Business Transformation team in PwC's CSX practice, you will lead the end-to-end delivery of client engagements focused on contact center transformation. As a Senior Manager, you will serve as a strategic advisor, working with client senior leaders to design and implement innovative strategies that enhance customer service quality and operational effectiveness. This role offers the chance to drive strategic decision making, shape client outcomes, drive business growth, and mentor teams, all while contributing to PwC's intellectual capital in the field of contact center transformation.

Requirements

Bachelor's Degree
At least 8 years of experience in consulting and/or industry roles within customer service/contact centers

Nice To Haves

Master's Degree in Business Administration preferred
Demonstrating leadership in creative thinking and application of next-generation technology to contact center operations
Understanding of customer experience drivers and innovative strategies to meet customer needs
Supporting business development and practice growth initiatives
Building trusted client relationships and influencing stakeholders
Leading organizational change management customer adoption initiatives
Experience in clean sheet process design
Familiarity with Contact Center technology and tools such as CCaaS, Conversational AI, Agent Desktop, Omnichannel, Agent Assist and emerging digital AI/GenAI, and automation solutions
Possessing a proven track record of delivering measurable improvements in customer service

Responsibilities

Analyze performance metrics to identify areas for enhancement and operational effectiveness
Mentor and guide teams to enhance their skills and deliver quality results
Foster sturdy relationships with clients to understand their needs and expectations
Align project goals with overall business objectives