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Deloitte Specialist Master, Operations Manager (Contact Center) in Louisville, Kentucky

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 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. Deloitte is a "hands on" culture where everyone participates and has an ability to get into details when appropriate.

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

  • Strong financial & budget management skills

  • Strong communication skills with ability to articulate industry and business concepts to diverse audiences and present to C-Level executives

  • Experience having designed, built and run full service contact centers

  • Ability to participate and review project plans, solution designs and other critical artifacts in driving complex, custom developed solutions

  • Ability to source, retain and grow talent

  • 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


  • Bachelor's degree in business, economics, telecommunications, or related field or relevant discipline

  • 10 or more years contact center operations experience required in a captive or outsourced role.

  • 6+ years in an operational leadership role.

  • Ability to travel up to 50% (while 50% travel is a requirement of the role, due to Covid-19, non-essential travel has been suspended until further notice.)

  • Must be authorized to work in the United States without the need for sponsorship now or in the future.

    Preferred Qualifications:

  • PMP certification

  • Experience managing Contact Centers with 1000+ agents

  • Previous Government Public Sector experience

  • Contact Center Vendor Management experience

    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.


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