Deloitte Senior Consultant, Call Center Operations SME in Memphis, Tennessee

Senior Consultant , Call Center Operations

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.

The candidate will also be accountable for participating in RFP responses as well as developing Eminence Thought Leadership in pursuit of new projects and clients. In summary this leader will help bring excellence and consistency to our contact center operations practices as one of the go to experts for operational execution, quality assurance, CSAT, IVR business rule development Knowledge Management content development and their integration into contact center operations for the expressed purpose of making customer lives easier. A working knowledge of contact center technology will be a plus.

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

  • 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

Qualifications

  • Undergraduate degree in business, economics, communications, or related field or relevant discipline or experience required; Master s degree preferred (e.g., MBA).

  • 10-15 years contact center operations experience required in a captive or outsourced role.

  • 6-10 years in an operational leadership role.

  • PMP or Six-Sigma certification preferred

  • DC-based position with a willingness to travel up to 25% or as needed

Howyou ll grow

At Deloitte, our professionaldevelopment plan focuses on helping people at every level of their career toidentify and use their strengths to do their best work every day. Fromentry-level employees to senior leaders, we believe there s always room to learn.We offer opportunities to help sharpen skills in addition to hands-onexperience in the global, fast-changing business world. From on-the-job learning experiences toformal development programs at Deloitte University, our professionals have avariety of opportunities to continue to grow throughout their career. Explore Deloitte University,The Leadership Center. at https://zoomforth.com/s/deloitte/du#home

Benefits

At Deloitte, we knowthat great people make a great organization. We value our people and offeremployees a broad range of benefits. Learn more about whatworking at Deloitte can mean for you. at http://www2.deloitte.com/us/en/pages/careers/articles/life-at-deloitte-benefits-and-rewards.html

Deloitte s culture

Our positive andsupportive culture encourages our people to do their best work every day. Wecelebrate individuals by recognizing their uniqueness and offering them theflexibility to make daily choices that can help them to be healthy,centered, confident, and aware. We offer well-being programs and arecontinuously looking for new ways to maintain a culture where our people exceland lead healthy, happy lives. Learnmore about Life at Deloitte.

Corporate citizenship

Deloitte is led by apurpose: to make an impact that matters. This purpose defines who we are andextends to relationships with our clients, our people and our communities. We believe that business has the power toinspire and transform. We focus on education, giving, skill-based volunteerism,and leadership to help drive positive social impact in our communities. Learn more about Deloitte simpact on the world. at http://www2.deloitte.com/us/en/pages/about-deloitte/articles/deloitte-corporate-citizenship.html

Recruiter tips

We want job seekers exploringopportunities at Deloitte to feel prepared and confident. To help you with yourinterview, we suggest that you do your research: know some background about theorganization and the business area you re applying to. Check out recruiting tipsfrom Deloitte professionals. at http://www2.deloitte.com/us/en/pages/careers/topics/recruiting-tips.html

Category: Management Consulting

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