Contact Center Operations

About PwC

What does this role entail?

• Contact Center Operations:

  Call flows, escalation paths, KPIs (AHT, FCR, NPS).

• Tech Stack:

  Salesforce Service Cloud, Genesys, NICE, Amazon Connect, IVR/CTI basics.

• Omnichannel Experience:

  Voice, chat, email, social, bots, and seamless transitions.

• Workforce

  Management & Quality:

  Forecasting, scheduling, scorecards, and process improvement.

Skills Preferred:

• Delivered actionable insights through

  contact center analytics,

  improving agent performance and CX metrics.
• Provided end-to-end

  contact center consulting

  to drive strategic transformation and operational excellence. Ideate and execute on compelling design workshops for cloud contact center transformations
• Provided useful contributions to team meetings and conversations, actively participating in client meetings and workshops- Ability to create hypothesis based on understanding of clients issues
• Conducted in-depth

  customer journey analysis

  to pinpoint pain points and optimize interactions.
• Advised clients on

  operations strategy to align service delivery

  with corporate objectives and work on creating Cloud transformation approach for contact center transformations
• Strengthened

  service delivery by standardizing processes

  and implementing quality frameworks.
• Work on creating

  business cases

  for journey to cloud, cloud strategy, cloud contact center vendor assessment activities

• Strategic Problem Solving:

  Experience in analyzing complex challenges, structure solutions, and drive data-backed decision-making.

• Client & Stakeholder Management:

  Skilled in building trusted relationships, managing expectations, and delivering tailored recommendations.

• Project Delivery Excellence:

  Experienced in leading engagements from planning through execution, ensuring quality, timelines, and impact.

Educational Background:

• Travel Requirements: Travel to client locations may be required as per project requirements.
• Experience: 2-5 years (Experience Associate) / 5 8 years (Senior Associate) of prior relevant work experience in a Service / Contact Center role in management consulting or similar multinational environment will be a bonus.

Total Rewards Strategy

100 Best Companies to Work for (2022, 2021)
Top 100 Companies for Women In India (2021, 2019) Top 30 companies with Great Managers (2021)

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