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Contact Center Transformation - Senior Associate at PwC

Contact Center Transformation - Senior Associate

PwC Washington, DC Full-Time
**Specialty/Competency:** Customer

**Industry/Sector:** Not Applicable

**Time Type:** Full time

**Travel Requirements:** Up to 60%

A career in our Customer Services Practice will provide you with the opportunity to help our clients strategize, automate, and redefine how we identify and engage customers to drive financial performance, customer growth, operational excellence, and improve customer engagement cross-industry. You'll focus on assisting clients as they seek to transform their technology, processes, and operating models to deliver high quality customer transformations that contribute to our client's strategic goals.

Our team focuses on utilizing a customer-first approach cross-industry, engaging consumers across their entire customer journey in order to deliver the high value at an optimized cost profile via ecosystem technology innovations and automation techniques. You'll help leading companies increase speed and agility in delivering customer first transformations, bring new products to market, and engage customers in a differentiated way to increase top and bottom line value.

To really stand out and make us fit for the future in a constantly changing world, each and every one of us at PwC needs to be an authentic and inclusive leader, at all grades/levels and in all lines of service. To help us achieve this we have the PwC Professional; our global leadership development framework. It gives us a single set of expectations across our lines, geographies and career paths, and provides transparency on the skills we need as individuals to be successful and progress in our careers, now and in the future.

As a Senior Associate, you'll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. PwC Professional skills and responsibilities for this management level include but are not limited to:

+ Use feedback and reflection to develop self awareness, personal strengths and address development areas.

+ Delegate to others to provide stretch opportunities and coach to help deliver results.

+ Develop new ideas and propose innovative solutions to problems.

+ Use a broad range of tools and techniques to extract insights from from current trends in business area.

+ Review your work and that of others for quality, accuracy and relevance.

+ Share relevant thought leadership.

+ Use straightforward communication, in a structured way, when influencing others.

+ Able to read situations and modify behavior to build quality, diverse relationships.

+ Uphold the firm's code of ethics and business conduct.

**Job Requirements and Preferences** :

**Basic Qualifications** :

**Minimum Degree Required** :

Bachelor Degree

**Minimum Years of Experience** :

3 year(s)

**Preferred Qualifications** :

**Preferred Knowledge/Skills** :

Demonstrates thorough knowledge and/or a proven record of success of the latest trends in contact center business and technical architectures, including the following:

+ Possessing knowledge with different sourcing models;

+ Leveraging to create more effective and efficient contact centers;

+ Possessing knowledge with contact center/customer care defining of strategy and operating models;

+ Collaborating with leadership to drive revenue into existing client bases; and,

+ Possessing knowledge with Contact Center technologies from a vendor selection or business implementation point-of-view (Salesforce.com, Oracle, SAP, IVR/VRU).

Demonstrates thorough abilities and/or a proven record of success as a team leader and individual contributor: creating a positive environment by monitoring workloads of the team while meeting client expectations and respecting the work-life quality of team members; providing candid, meaningful feedback in a timely manner; keeping leadership informed of progress and issues; answering questions and providing direction to less-experienced staff.

Demonstrates thorough abilities and/or a proven record of success as a team leader of a project team that include the following:

+ Writing, communicating, facilitating, and presenting cogently to and/or for all levels of industry audiences, clients and internal staff and management;

+ Leveraging customer digital knowledge and analytical skills, especially as it relates to project management, project facilitation, and the development of client proposals;

+ Researching and analyzing pertinent client, industry, and technical matters, including leveraging the ability to problem-solve, prioritize, and manage multiple tasks simultaneously;

+ Demonstrating the ability to self-motivate and take responsibility for personal growth and development;

+ Designing and querying databases leveraging Access, SQL*Server, et al.;

+ Creating Excel models, pivot tables and lookup functions; and,

+ Drafting and presenting PowerPoint presentation decks.

At PwC, our work model includes three ways of working: virtual, in-person, and flex (a hybrid of in-person and virtual). Visit the following link to learn more: [ Link removed ] - Click here to apply to Contact Center Transformation - Senior Associate />
PwC does not intend to hire experienced or entry level job seekers who will need, now or in the future, PwC sponsorship through the H-1B lottery, except as set forth within the following policy: [ Link removed ] - Click here to apply to Contact Center Transformation - Senior Associate />
All qualified applicants will receive consideration for employment at PwC without regard to race; creed; color; religion; national origin; sex; age; disability; sexual orientation; gender identity or expression; genetic predisposition or carrier status; veteran, marital, or citizenship status; or any other status protected by law. PwC is proud to be an affirmative action and equal opportunity employer.

For positions based in San Francisco, consideration of qualified candidates with arrest and conviction records will be in a manner consistent with the San Francisco Fair Chance Ordinance.

For positions in Colorado, visit the following link for information related to Colorado's Equal Pay for Equal Work Act: [ Link removed ] - Click here to apply to Contact Center Transformation - Senior Associate />
For positions in New York City, visit the following link for pay range information: [ Link removed ] - Click here to apply to Contact Center Transformation - Senior Associate />
\#LI-Remote

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