Contact Center Operations-Associate-Bangalore

At PwC, our people in customer consulting specialise in providing consulting services focused on customer-related strategies and initiatives. These individuals analyse client needs, develop customer-centric solutions, and offer guidance and support to help clients enhance their customer experience and drive business growth. Those in customer sales and services at PwC will specialise in providing consulting services focused on customer sales and service strategies. You will analyse customer engagement processes, develop sales and service strategies, and offer guidance and support to help clients enhance their sales effectiveness, improve customer satisfaction, and drive revenue growth.

The Commercial & Service Excellence platform helps clients transform how they engage, sell to, and serve their customers through strategy, operations, and technology. From optimizing go-to-market strategies to delivering and managing Salesforce and Dynamics platforms, the offering enables end-to-end commercial transformation. Whether modernizing sales, marketing, e-commerce or customer service functions, Commercial and Service Excellence equips teams to create connected customer experiences, drive revenue growth, and sustain performance through managed services.

Our Sales, Service & Marketing practice team, which is part of CSX, focuses on modernizing commercial functions across marketing, sales, and service to drive profitable growth and customer engagement. Combines strategy, operations, and technology—including Dynamics, enabling apps, and contact center platforms—to transform how clients activate and scale in the market.

OFFERING OVERVIEW: CONTACT CENTER OPERATIONS

Sales, Service & Marketing practice is one of the most distinctive providers of customer-centric business solutions focusing on Sales operations & Tech enablement, contact center operations & tech enablement, integrated customer experience design & marketing operations & tech enablement. We collaborate with our clients to reinvest in an organization where the customer is at the very center.

Our consulting team works with our global clients to design and implement growth, operational and customer focused strategies for sustainable competitive advantage. Our thought leadership and unparalleled experience help clients turn formidable challenges into market advantage across the value chain and around the globe. Additionally, our extensive expertise in various industries allows us to serve clients with consulting services with a focus on the most profitable elements of the value chain to create scalable businesses that will deliver increased sustainable profits.

As part of Contact Center Operations, we focus on strategic, process and executional support around contact center operations to improve customer service quality, drive net promoter scores (NPS), increase efficiency, and enhance responsiveness. Includes contact center diagnostics and analytics, omnichannel digital contact center strategy, process improvement, cost reduction. We partner with contact center technology offering to drive value-embedded service delivery.

Knowledge Preferred

POSITION REQUIREMENTS – Experienced Associate

Candidates should demonstrate substantial experience and/or knowledge in any sector in the following areas:

• 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.
  
  

• 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.
  
  

• 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.