Senior Call Centre (Workforce) Director
Senior Call Centre (Workforce) Director
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Job Description
Line of Service
AdvisoryIndustry/Sector
Not ApplicableSpecialism
SalesforceManagement Level
DirectorJob Description & Summary
At PwC our people in business application consulting specialise in consulting services for a variety of business applications helping clients optimise operational efficiency. These individuals analyse client needs implement software solutions and provide training and support for seamless integration and utilisation of business applications enabling clients to achieve their strategic objectives.Director in PwCs Omnichannel Contact Centre Consulting team specializing in call centre operations call centre technology and call centre transformation
Meaningful work youll be part of
As a Senior Call Centre (Workforce) Director youll work as part of a team of problem solvers helping to solve business issues deliver high quality client service and operational efficiency. Responsibilities include but are not limited to:
Provide advisory services to PwC clients across industries (Public Sector Financial Services Telecommunications Retail Utilities) as well as PwC consulting teams on contact centre operational and technology transformation
Work as team in growing the practice through new business development and lead the delivery of those programs (sales through execution)
Experiences and skills youll use to solve
10 years of Contact Centre and Workforce Management Experience
Extensive experience in workforce management and understanding of forecasting capacity planning scheduling and intraday management
Proven track record of omnichannel strategies and deployment
Experience with other call centre hardware and software including: telephony (Genesys AWS Amazon Connect NICE inContact) IVR quality monitoring toolsCRM chat bots RPA etc
Has contributed to contact centre transformationsGood understanding of business operations and knowledgeable on emerging trends and industry practices
Deep understanding of one or more call centre WFM tools like; NICE WFM Genesys WFM Verint Impact 360 Alvaria Workforce (formerly Aspect eWFM) Calabrio Wisdom etc.
A demonstrated track record in technology trends (Gen AI WFM CCaaS)
High level expertise in CCaaS design implementation and optimization
Solid understanding of call centre metrics KPIs scorecards accountability frameworksknowledge management tools and best practices
Proven success collaborating in team-oriented environment including both internal and client collaboration
Proven ability to work creatively and analytically in a problem-solving environment
Desire to manage and develop client relationships;lead and organize multi-disciplinary projects
Experience in call centre technology implementations would be an asset
Experience with Salesforce Service Cloud would be an asset
Knowledge of AWS Google Cloud Azure would be an asset
PwC BC Region Pay Range Information
The salary range* for this position is $162200.00 - 216200.00 - 270200.00$ CAD Annual plus individuals may be eligible for an annual bonus payment. Actual compensation within the range will be dependent upon your skills experience qualifications and geographic location.
*Please note that the salary range for this position is reflected for our British Columbia region. Given our national recruiting approach we recruit (and may hire) in other regions and therefore the salary range may differ depending on the work location. PwC is committed to competitive compensation and sharing salary ranges in accordance with applicable pay transparency legislation as they arise.
Why youll love PwC
Wereyoull be a part of diverse teams helping public and private clients build trust and deliver sustained outcomes. This meaningful work and our continuous development environment will take your career to the next level. We reward your impact and support your wellbeing through a competitive compensation package inclusive benefits and flexibility programs that will help you thrive in work and life. Learn more about our Application Process and Total Rewards Package at: Canada acknowledges that we work and live across Turtle Island on the land that is now known as Canada which are the lands of the ancestral treaty and unceded territories of the First Nations Mtis and Inuit Peoples. We recognize the systemic racism colonialism and oppression that Indigenous Peoples have experienced and still go through and we commit to allyship and solidarity.
Education (if blank degree and/or field of study not specified)
Degrees/Field of Study required:Degrees/Field of Study preferred:Certifications (if blank certifications not specified)
Required Skills
Optional Skills
Accepting Feedback Accepting Feedback Active Listening Analytical Thinking Application Software Business Model Development Business Process Modeling Business Systems Coaching and Feedback Communication Creativity Developing Training Materials Embracing Change Emerging Technologies Emotional Regulation Empathy Enterprise Integration Enterprise Software Implementation Research Implementation Support Implementing Technology Inclusion Influence Innovation Innovative Design 30 moreDesired Languages (If blank desired languages not specified)
Travel Requirements
0%Available for Work Visa Sponsorship
NoGovernment Clearance Required
NoJob Posting End Date
At PwC Canada our most valuable asset is our people and we grow stronger as we learn from one another. Were committed to creating an equitable and inclusive community of solvers where everyone feels that they truly belong. We understand that experience comes in many forms and building trust in society and solving important problems is only possible if we reflect the mosaic of the society we live in.Were committed to providing accommodations throughout the application interview and employment process. If you require an accommodation to be at your best please let us know during the application process.To learn more about inclusion and diversity at PwC Canada: Be a part of The New Equation.Chez PwC Canada notre atout le plus prcieux cest notre personnel. Et cest en apprenant les uns des autres que nous devenons plus forts. Nous avons cur de crer une communaut quitable et inclusive de professionnels de la rsolution de problmes dans laquelle chacun se sent vraiment sa place. Nous savons que lexprience peut prendre diverses formes et pour nous donner confiance au public et rsoudre des problmes importants nest possible que si notre milieu de travail reflte la diversit de la socit dans laquelle nous vivons.Nous tenons rpondre vos besoins tout au long du processus de demande demploi dentrevue et dembauche. Si vous avez besoin de mesures dadaptation pour tre parfaitement laise faites-le-nous savoir ltape de la demande demploi.Pour en savoir plus sur linclusion et la diversit chez PwC Canada: Faites partie de La Nouvelle quation.Required Experience:
Director
Employment Type
Full-Time
