Senior Call Centre (Workforce) Director

Line of Service

Advisory

Industry/Sector

Not Applicable

Specialism

Salesforce

Management Level

Director

Job 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 PwC’s Omnichannel Contact Centre Consulting team, specializing in call centre operations, call centre technology and call centre transformation

Meaningful work you’ll be part of

As a Senior Call Centre (Workforce) Director, you’ll 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 you’ll 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 tools,CRM, 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 frameworks,knowledge 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 $162,200.00 – 216,200.00 – 270,200.00$ 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 you’ll love PwC

We’re inspiring and empowering our people to change the world. Powered by the latest technology, you’ll 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: https://jobs-ca.pwc.com/ca/en/life-at-pwc

PwC 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, Métis 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 more}

Desired Languages (If blank, desired languages not specified)

Travel Requirements

0%

Available for Work Visa Sponsorship?

No

Government Clearance Required?

No

Job Posting End Date

At PwC Canada, our most valuable asset is our people and we grow stronger as we learn from one another. We’re 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.

We’re 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: https://www.pwc.com/ca/en/about-us/diversity-inclusion.html. Be a part of The New Equation.

Chez PwC Canada, notre atout le plus précieux, c’est notre personnel. Et c’est en apprenant les uns des autres que nous devenons plus forts. Nous avons à cœur de créer une communauté équitable et inclusive de professionnels de la résolution de problèmes, dans laquelle chacun se sent vraiment à sa place. Nous savons que l’expérience peut prendre diverses formes et, pour nous, donner confiance au public et résoudre des problèmes importants n’est possible que si notre milieu de travail reflète la diversité de la société dans laquelle nous vivons.

Nous tenons à répondre à vos besoins tout au long du processus de demande d’emploi, d’entrevue et d’embauche. Si vous avez besoin de mesures d’adaptation pour être parfaitement à l’aise, faites-le-nous savoir à l’étape de la demande d’emploi.

Pour en savoir plus sur l’inclusion et la diversité chez PwC Canada: https://www.pwc.com/ca/fr/about-us/diversity-inclusion.html. Faites partie de La Nouvelle équation.

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