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Job Title


Senior Call Centre (Workforce) Director


Company : PwC - Global


Location : Ottawa, Ontario


Created : 2025-07-06


Job Type : Full Time


Job Description

Line of ServiceAdvisoryIndustry/SectorNot ApplicableSpecialismSalesforceManagement LevelDirectorJob Description & SummaryAt 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.We are seeking a Director to join PwCs Omnichannel Contact Centre Consulting team, with a focus on call centre operations, technology, and transformation.Meaningful work youll be part ofAs 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 improve operational efficiency. Responsibilities include but are not limited to:Providing advisory services across industries (Public Sector, Financial Services, Telecommunications, Retail, Utilities) on contact centre operational and technology transformation.Growing the practice through new business development and leading the delivery of projects (from sales to execution).Experiences and skills youll use to solve problems10+ years of experience in Contact Centre and Workforce Management.Extensive knowledge of workforce management, forecasting, capacity planning, scheduling, and intraday management.Proven track record in omnichannel strategies and deployment.Experience with call centre hardware and software (e.g., Genesys, AWS Amazon Connect, NICE inContact), IVR, quality monitoring tools, CRM, chatbots, RPA, etc.Contributions to contact centre transformations and a good understanding of business operations and industry trends.Deep knowledge of call centre WFM tools like NICE WFM, Genesys WFM, Verint Impact 360, among others.Awareness of technology trends such as Gen AI, WFM, CCaaS.Expertise in CCaaS design, implementation, and optimization.Understanding of call centre metrics, KPIs, scorecards, accountability frameworks, and knowledge management tools.Ability to collaborate effectively within teams and with clients.Creative and analytical problem-solving skills.Experience in managing client relationships and leading multi-disciplinary projects.Experience with call centre technology implementations and Salesforce Service Cloud is an asset.Knowledge of cloud platforms (AWS, Google Cloud, Azure) is an asset.Fluency in French required for Quebec-based roles; an asset outside Quebec.Compensation and BenefitsThe salary range for this position in BC is $162,200 - 216,200 - 270,200 CAD annually, plus potential bonuses. Actual salary depends on skills, experience, and location.Why youll love PwCWe empower our people to make a difference, leveraging the latest technology in diverse teams to build trust and deliver results. We offer competitive pay, benefits, and flexible work arrangements. Learn more about our application process and rewards at: acknowledge the land of the First Nations, Mtis, and Inuit Peoples, and are committed to reconciliation and inclusion.EducationDegrees/Field of Study preferred: (Specify)Certifications(Specify if any)Required Skills(List relevant skills)Optional SkillsAccepting Feedback, Active Listening, Analytical Thinking, Business Process Modeling, Coaching, Communication, Creativity, Emerging Technologies, Empathy, Inclusion, Innovation, and more.Desired LanguagesFrench (required in Quebec, asset elsewhere)Travel Requirements0%Available for Work Visa Sponsorship?NoGovernment Clearance Required?NoJob Posting End DateOpen until filled. We are committed to diversity and inclusion; accommodations available upon request. #J-18808-Ljbffr