CSX - Senior Manager, Contact Center Transformation Strategy

Position: CSX - Senior Manager, Contact Center Transformation Strategy&
Industry/Sector

Not Applicable

Specialism

Corporate and Business Strategy

Management Level

Senior Manager

Job Description & Summary

At PwC, our people in strategy consulting focus on providing strategic guidance and insights to organisations. They analyse market trends, assess business performance, and develop recommendations to help clients achieve their goals. These individuals work closely with clients to identify opportunities for growth, optimise operations, and enhance overall business performance.

As a corporate and business strategy consultant at PwC, you will analyse client needs, provide consulting services across different strategic areas, and offer guidance and support to help clients develop and implement effective strategies that align with their business objectives and drive growth.

Growing as a strategic advisor, you leverage your influence, expertise, and network to deliver quality results. You motivate and coach others, coming together to solve complex problems. As you increase in autonomy, you apply sound judgment, recognising when to take action and when to escalate. You are expected to solve through complexity, ask thoughtful questions, and clearly communicate how things fit together.

Your ability to develop and sustain high performing, diverse, and inclusive teams, and your commitment to excellence, contributes to the success of our Firm.

Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:

* Craft and convey clear, impactful and engaging messages that tell a holistic story.

* Apply systems thinking to identify underlying problems and/or opportunities.

* Validate outcomes with clients, share alternative perspectives, and act on client feedback.

* Direct the team through complexity, demonstrating composure through ambiguous, challenging and uncertain situations.

* Deepen and evolve your expertise with a focus on staying relevant.

* Initiate open and honest coaching conversations at all levels.

* Make difficult decisions and take action to resolve issues hindering team effectiveness.

* Model and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance), the Firm's code of conduct, and independence requirements.

The Opportunity

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.

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

What You Must Have

* Bachelor's Degree

* At least 8 years of experience in consulting and/or industry roles within customer service/contact centers

What Sets You Apart

* 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

Travel Requirements

Up to 80%

Job Posting End Date

The salary range for this position is: $124,000 - $280,000. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws. 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.

To view our benefits at a glance, please visit the following link: (Use the "Apply for this Job" box below).-glance

As 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);…