Contact Center Manager - US Client
PwC Argentina
AAC Olivos
hace 2 días

Job Description

SummaryA career in Risk Management, within Internal Firm Services, will provide you with the opportunity to advance and foster integrity based decision making and conduct by PwC professionals throughout our organisation.

You’ll focus on promoting and monitoring compliance with applicable external laws and regulations as well as internal policies and procedures to help manage PwC’s regulatory, litigation, and reputational risk.

Our Compliance team is responsible for oversight of all Compliance activities by our PwC professionals. As part of the team, you’ll help promote and monitor compliance with applicable external and internal policies, laws and regulations and subsequently, manage PwC’s regulatory, litigation and reputational risk.

To really stand out and make us fit for the future in a constantly changing world, each and every one of us at PwC needs to be a purpose-led and values-driven leader at every level.

To help us achieve this we have the PwC Professional; our global leadership development framework. It gives us a single set of expectations across our lines, geographies and career paths, and provides transparency on the skills we need as individuals to be successful and progress in our careers, now and in the future.

As a Manager, you'll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution.

PwC Professional skills and responsibilities for this management level include but are not limited to :

  • Develop new skills outside of comfort zone.
  • Act to resolve issues which prevent the team working effectively.
  • Coach others, recognise their strengths, and encourage them to take ownership of their personal development.
  • Analyse complex ideas or proposals and build a range of meaningful recommendations.
  • Use multiple sources of information including broader stakeholder views to develop solutions and recommendations.
  • Address sub-standard work or work that does not meet firm's / client's expectations.
  • Use data and insights to inform conclusions and support decision-making.
  • Develop a point of view on key global trends, and how they impact clients.
  • Manage a variety of viewpoints to build consensus and create positive outcomes for all parties.
  • Simplify complex messages, highlighting and summarising key points.
  • Uphold the firm's code of ethics and business conduct.
  • Responsibilities :

  • Monitor and support team members in completing incoming tasks.
  • Ensure quality of outputs and on-time delivery of outputs.
  • Collate and distribute metrics. Provide support and clarification to the team members.
  • Communicate with PwC by email, phone and Google Chat.
  • Ensure process delivery and SLA compliance.
  • Responsible for process and operational escalations to various locations, including PwC US.
  • Ensure process delivery and SLA compliance.
  • Manage second level process related escalations and ensure accuracy and validity of metrics which are produced.
  • Ensure that team member / team lead time is reported accurately and complies with reporting deadlines.
  • Facilitate training as necessary
  • Requirements :

  • Considerable knowledge of call center management and experience required.
  • Considerable knowledge of existing compliance functions and processes will be valued.
  • Proven ability to communicate clearly and professionally, both orally and in writing with a strong customer service orientation. (English / Spanish).
  • Google Suite, Microsoft, Power BI, reporting, etc.
  • Additional Skills :

  • Demonstrated ability to apply rules, policies and procedures to routine decisions.
  • Demonstrated ability to research, analyze, resolve and respond to internal client.
  • Proven thorough, detailed follow-up, administrative and time management skills.
  • Demonstrated ability to work productively in an environment with evolving deadlines and priorities.
  • Proven ability to proactively identify problems before crises arise, notify leadership, and propose solutions.
  • Proven ability to promote an atmosphere of trust, confidentiality, professionalism and integrity. Proven people management and development skills with the ability to work with all levels of firm management.
  • Education (if blank, degree and / or field of study not specified)

    Degrees / Field of Study required : Degrees / Field of Study preferred : Bachelor Degree

    Certifications (if blank, certifications not specified)

    Optional Skills

    Desired Languages (If blank, desired languages not specified)

    Travel Requirements

    Available for Work Visa Sponsorship?

    Government Clearance Required?

    Job Posting End Date

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