[Remote] CSX - Manager, Contact Center Transformation Strategy&
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
- Annual discretionary bonus
- Medical
- Dental
- Vision
- 401k
- Holiday pay
- Vacation
- Personal and family sick leave
Company Overview