pwcOak Park, IL
CSX - Manager, Contact Center Transformation
CSX - Manager, Contact Center Transformation
CSX - Manager, Contact Center Transformation
pwcOak Park, IL
yesterday
Administrative Management and General Management Consulting ServicesOther Management Consulting ServicesTelemarketing Bureaus and Other Contact Centers
Apply for this role (opens in a new tab)Overview:
In this Manager role within PwC's Contact Center Transformation, you guide CX-focused initiatives to improve client interactions and service delivery. You lead and develop teams, manage client accounts, and drive engagement workstreams, using strategic planning to deliver quality outcomes. You'll promote data-driven decision making, mentor junior staff, and identify opportunities that advance firm success. You will embrace technology and innovation to elevate delivery and performance. Compensation / Benefitsmedicaldentalvision 401kholiday payvacation
Responsibilities:
- Lead contact center transformation projects to enhance customer experience
- Coach teams in developing and executing customer engagement strategies
- Use analytical thinking to drive process improvements in customer service
- Build and maintain client relationships to improve satisfaction and retention
- Develop customer journey analysis and segmentation to tailor service design
- Promote KPIs to measure and improve service excellence
- Mentor team members to strengthen customer relations and strategic questioning
- Identify opportunities for trend analysis to inform customer strategy and innovation
- Ensure data integrity and compliance within CRM frameworks
Key requirements:
- Bachelor's degree 5+ years of experience
- Experience in CX strategy and customer journey analysis
- Proficiency in business process improvement and CRM/retention strategies
- Strong change leadership, adaptability, and team coaching skillscoaching and mentoringstrong communicationrelationship-building
- Customer Experience (CX) Strategy
- Customer Journey Analysis
- Business Process Improvement
Also on the board Same function, level within a rung
Level
Manager
Location
Oak Park, IL
Occupation
Management Analysts
Industry
Administrative Management and General Management Consulting Services
Posted
yesterday