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PwC Customer Engagement & Service - Manager in Sacramento, California

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 Manager, 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:

  • Pursue opportunities to develop existing and new skills outside of comfort zone.

  • Act to resolve issues which prevent effective team working, even during times of change and uncertainty.

  • Coach others and encourage them to take ownership of their development.

  • Analyse complex ideas or proposals and build a range of meaningful recommendations.

  • Use multiple sources of information including broader stakeholder views to develop solutions and recommendations.

  • Address sub-standard work or work that does not meet firm's/client's expectations.

  • Develop a perspective on key global trends, including globalisation, and how they impact the firm and our clients.

  • Manage a variety of viewpoints to build consensus and create positive outcomes for all parties.

  • Focus on building trusted 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 :

5 year(s)

Preferred Qualifications :

Preferred Knowledge/Skills :

Demonstrates extensive knowledge of the latest trends in contact center business and technical architectures, including:

  • Possessing knowledge with different sourcing models;

  • Leveraging to create more effective and efficient contact centers;

  • Possessing knowledge with contact center/customer care definition of strategy and operating models;

  • Collaborating with leadership to drive revenue into our client base;

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

Demonstrates extensive knowledge and/or a proven record of success managing service operations to identify and address client needs: communicating value propositions; managing resource requirements; preparing and coordinating complex written and verbal materials; managing project workflows and budgets.

Demonstrates successful interactions with senior management in client organizations, especially within services in the customer space, including an extensive proven record of building and sustaining client relationships using networking, negotiation and persuasion skills to identify potential new service opportunities. Proven success within a client-facing role at a large consulting firm.

Demonstrates extensive abilities and/or a proven record of success managing teams to identify and address client needs: building, maintaining, and utilizing networks of client relationships and community involvement; communicating value propositions; managing resource requirements, project workflow, budgets, billing, collection; and, preparing or coordinating complex written and verbal materials.

Demonstrates extensive 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; and reviewing the work of team members;

  • Leveraging field service 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 for self and others;

  • Utilizing quantitative and analytical abilities and a capacity for understanding complex modeling and financial analysis supported by statistical and computer modeling techniques;

  • Demonstrating self-motivation and responsibility for personal growth and development while mentoring junior members of the team;

  • Leveraging analytical skills with the ability to translate complex problems into simple and actionable tasks; 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: https://pwc.to/ways-we-work.

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: https://pwc.to/H-1B-Lottery-Policy.

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: https://pwc.to/coloradoadvisorymanager.

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