Note: The job is a remote job and is open to candidates in USA. PwC is a leading professional services firm that provides strategic guidance and insights to organizations. As a Senior Manager in the Business Transformation team, you will lead client engagements focused on contact center transformation, serving as a strategic advisor to enhance customer service quality and operational effectiveness.

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

Skills

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

Benefits

• Annual discretionary bonus
• Medical
• Dental
• Vision
• 401k
• Holiday pay
• Vacation
• Personal and family sick leave

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