CSX - Manager, Contact Center Transformation

Posted 4 days ago

pwc usSan Antonio (TX)

Computer and Information Systems Managers Administrative Management and General Management Consulting Services

SENIORITY

Manager

SALARY

$99,000 - $232,000

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About the role

Manager in Contact Center Transformation The Opportunity As a Manager in Contact Center Transformation, you will lead initiatives within our Customer Experience practice, focusing on enhancing client interactions and optimizing service delivery. As a Manager, you will guide and develop teams, manage client service accounts, and drive client engagement workstreams. You will leverage your strategic planning skills and mentor junior staff to deliver exceptional client service. In this role, you will be accountable for project success, maintaining standards, and inspiring your team to deliver quality outcomes. You will also play a crucial role in identifying opportunities that contribute to the success of our firm. Embracing technology and innovation, you will enhance your delivery and encourage others to do the same.

Responsibilities: Leading contact center transformation initiatives to enhance customer experience Guiding teams in developing and implementing customer engagement strategies Utilizing analytical thinking to drive business process improvements and optimize customer service management Building and maintaining relationships with clients to foster customer satisfaction and retention Developing customer journey analysis and segmentation to tailor service design and delivery Promoting the use of key performance indicators (KPIs) to measure and improve service excellence Coaching and mentoring team members to enhance their skills in customer relations and strategic questioning Identifying opportunities for trend analysis to inform customer strategy and service innovation Confirming data integrity and compliance within customer relationship management frameworks What You Must Have At least a Bachelor's degree At least 5 years of experience What Sets You Apart Preference for at least one of the following fields of study: Computer Engineering, Information CyberSecurity, Computer and Information Science, Information Technology, Management Information Systems, Computer Applications Demonstrating proficiency in Customer Experience (CX) Strategy and Customer Journey Analysis Utilizing Business Process Improvement techniques to enhance customer satisfaction Excelling in Customer Relationship Management and Customer Retention strategies Embracing change and demonstrating learning agility in dynamic environments Analyzing trends and utilizing Key Performance Indicators (KPIs) for strategic decision-making Leading teams with a focus on coaching and feedback to drive service excellence Travel Requirements Up to 80% The salary range for this position is: $99,000 - $232,000. 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.

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