Senior Call Centre (Workforce) Director

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 , y ou'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, and proven track record of omnichannel strategies and deployment
• Extensive experience in workforce management and understanding of forecasting, capacity planning, scheduling, and intraday management. A bility to work creatively and analytically in a problem-solving environment ; d esire to manage and develop client relationships; lead and organize multi-disciplinary projects
• 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 transformations and has g ood 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), and 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
• Experience in call centre technology implementations , with Salesforce Service Cloud, and knowledge of AWS, Google Cloud, and Azure would be an asset
• PwC Canada is committed to cultivating an inclusive, hybrid work environment. Exact expectations for your team can be discussed with your interviewer
• When applying to a Quebec based opportunity, fluency in French is required. Outside of Quebec, fluency in French is 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 pa y 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 a bout 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.

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.