Deloitte Contact Center Workforce Management - Solution Specialist in Mechanicsburg, Pennsylvania
Contact Center Workforce Management Support Team – Solution Specialist - US Delivery Center (Lake Mary, FL, Mechanicsburg, PA or Gilbert, AZ)
Are you an experienced, passionate pioneer in technology – a solutions builder, a roll-up-your-sleeves technologist who wants a daily collaborative environment, think-tank feel and share new ideas with your colleagues - without the extensive demands of travel? If so, consider an opportunity with our US Delivery Center – we are breaking the mold of a typical Delivery Center.
Our US Delivery Centers have been growing since 2014 with significant, continued growth on the horizon. Interested? Read more about our opportunity below …
The Contact Center practice is part of Deloitte’s Customer & Marketing offering. It focuses on advising, implementing, and operating contact centers operations and technology to elevate the human experience in a digital world. The Contact Center practice achieves this by helping our clients discover, design, and implement tailored contact center operations and telephony solutions. We bring knowledge and solutions to uncover the behaviors, motivations and preferences of our clients’ customers and develop new experiences for them. We are a matrix organization where we align various resource groups to deliver and provide high quality services.
What You’ll Do:
The Workforce Management Team will oversee and manage the day-to-day scheduling activities of a virtual contact center team. You will coordinate with different client stakeholders to capture, analyze, and recommend staffing requirements across hours of operations. Team member will use call arrival patterns to recognize call volume coverage requirements and apply analysis to develop dynamic scheduling requirements for state agency volunteers and multiple vendors. Will also be responsible for driving WFM performance and communicating with third party vendors supplying agent operators to ensure calls are handled appropriately.
4 years of Workforce Management Experience
3 years of Contact Center experience
Experience analyzing call volume data and recommending staffing requirements accordingly
Experience working with Contact/Call Center Vendors
Excellent verbal and written communication skills
Bachelor's Degree preferred
Must live or relocate to the greater Lake Mary, FL, Mechanicsburg, PA or Gilbert, AZ area
Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future
Additional US Delivery Center Requirements
- Should be sharp, proactive, good communicator and able to manage client expectation
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, our professionals have a variety of opportunities to continue to grow throughout their career.
At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits.
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.
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Category: Customer Relationship Management
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