[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

• 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.

Company Overview