Contact Center Operations - Experienced Associate

Industry/Sector

Specialism

Management Level

Associate

Job Description & Summary

The Opportunity

Join our Acceleration Center India and help shape the future of business for our diverse client portfolio across geographies and jurisdictions. You’ll work at the heart of global teams across Advisory, Assurance, Tax and Business Services—solving real client challenges through connected collaboration. We’ll help you grow your skills so you can go further. With hands-on learning, cutting-edge tools and an inclusive culture, this is your opportunity to do inspiring work that makes a difference—every day.

As a Contact Center Operations - Experienced Associate, you will play a pivotal role in enhancing customer experiences by analyzing client needs and developing customer-centric solutions. Within our Technology Consulting practice, you will focus on strategies that drive business growth and improve customer satisfaction, loyalty, and advocacy. As an Associate, you will contribute to client engagements and projects, developing your skills and knowledge to deliver quality work. You will be exposed to clients, learning how to build meaningful connections and manage diverse perspectives, while growing your personal brand and technical skills.

In this role at PwC Acceleration Center India, you will take ownership of your development, applying a learning mindset to sustain performance and potential. You will gather information from various sources to analyze facts and discern patterns, committing to understanding how the business works and building commercial awareness. By actively listening and expressing ideas clearly, you will navigate complex situations and deliver value to clients. This position offers a dynamic environment where every experience is an opportunity to learn and grow, opening doors to more opportunities within the firm.

Responsibilities

- Analyzing client needs to develop customer-centric solutions that enhance customer experience
- Designing customer journey maps to create seamless and personalized experiences
- Offering guidance and support to clients to drive customer satisfaction, loyalty, and advocacy
- Collaborating with team members to adapt to varying client challenges and scopes
- Gathering information from diverse sources to analyze facts and discern patterns
- Applying business process improvement techniques to optimize customer engagement strategies
- Managing customer data to inform strategic decisions and improve customer relations
- Utilizing customer segmentation and trend analysis to enhance customer retention efforts
- Developing and implementing customer satisfaction surveys to gather actionable insights
- Building commercial awareness to understand business operations and drive growth

What You Must Have

- At least a Bachelor's degree
- At least 1 years of experience
- Oral and written proficiency in English required

What Sets You Apart

- Preference for at least one of the following fields of study: Computer Engineering, Information CyberSecurity, Computer and Information Science, Information Technology, Management Information Systems, Computer Applications
- Demonstrating skills in Customer Experience (CX) Design and Strategy
- Utilizing Customer Relationship Management tools effectively
- Engaging in Customer Journey Analysis and Customer Segmentation
- Applying Business Process Improvement techniques
- Analyzing Key Performance Indicators (KPIs) for customer satisfaction
- Developing Customer Value Propositions (CVP)

Travel Requirements

Up to 20%

Job Posting End Date