Deloitte Specialist Senior - Contact Center Operations Manager in Austin, Texas
Contact Center Operations Manager
This newly created position will provide operational execution expertise for our Customer Operations consulting practice. This leader will be a direct member of the customer operations organization supporting clients in the federal and state government helping them to develop contact center strategy, planning and service delivery models and then implementing them, leveraging operational best practices.
Dynamics of the Role
This position will require a leader that can span the many disciplines of contact center operational strategy, design and implementation with experience and expertise in planning, building and operating a number of contact centers in a stand-alone or network environment. The daily dynamics will range from high-level executive meetings to detailed project reviews. Deloitte is a “hands on” culture where everyone participates and has an ability to get into details when appropriate. We are also a matrix organization where the leader will need to align various resource groups to deliver and provide high quality service.
The leader should bring a wealth of operations and contact center experience. They should be able to integrate well within the consulting team helping set direction and manage day-to-day execution. In addition, the operational environment and our practices require investment. One key challenge will be to evaluate the current environment, identify key improvement plans and execute them.
What You Will Bring
Significant background and experience in contact center operational best practices in customer care, retention and technical support environments having managed and led large or multi-site contact center operations including direct experience with: organizational design, contact center operating models quality assurance, CSAT & VOC, contact center reporting and analytics, telephony, IVR, CTI, digital recording, WFM, multi-site and omni-channel operations including digital self-service (non-agent) content and strategy development.
Ability to manage concurrent projects delivering business outcomes on-time & within-budget. Key skills include: project planning, risk management, outcome focused execution, budget management, etc.
Results-oriented; passionate about achieving strategic goals in established timeframes
Ability to participate and review project plans, solution designs and other critical artifacts in driving complex, custom developed solutions
Proven capability in building and leading high-functioning teams
Ability to foster collaborative relationships in cross-functional teams and work in matrix environment
Ability to earn the confidence of others through open communication and respectful behavior
Leveraging of data and metrics to help drive decision making
Agile style. Ability to determine when and how to modify and re-set plans based on newly gained information; ability to iterate through options and set a revised course.
Able to identify, foster and drive innovation
Able to leverage talent through multiple sourcing options.
Ability to work independently with minimal supervision
2 or more years contact center operations experience required in a captive or outsourced role.
2 years in an operational leadership role.
Must be legally authorized to work in the United Sates without the need for employer sponsorship, now or at any time in the future.
Ability to travel up to 50% (while 50% of travel is a requirement of the role, due to COVID-19 non-essential travel has been suspended until further notice.)
Experience working is a large Contact Center environment (500 agents)
PMP or Six-Sigma certification
Experience with Cisco, Avaya, and Amazon Connect
How you’ll grow
At Deloitte, our professional development plan focuses on helping people at every level of their career to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world. From on-the-job learning experiences to formal development programs at Deloitte University, our professionals have a variety of opportunities to continue to grow throughout their career. Explore Deloitte University, The Leadership Center. (https://zoomforth.com/s/deloitte/du#home)
At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits.Learn more about what working at Deloitte can mean for you. (http://www2.deloitte.com/us/en/pages/careers/articles/life-at-deloitte-benefits-and-rewards.html)
Our positive and supportive culture encourages our people to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them to be healthy, centered, confident, and aware. We offer well-being programs and are continuously looking for new ways to maintain a culture where our people excel and lead healthy, happy lives. Learn more about Life at Deloitte. (http://www2.deloitte.com/us/en/careers/life-at-deloitte.html?icid=top_life-at-deloitte)
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Category: Management Consulting
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