Deloitte PMO Consultant - Digital Contact Centers in Silver Spring, Maryland
Are you a creative thinker who loves to be on the cutting edge, solving problems though innovative technology solutions? Are you passionate about customer strategy, digital design, marketing, and platform development? Our Customer & Marketing Offering Portfolio integrates the differentiated customer and marketing businesses that support the mission-critical goals of federal, state and local government agencies, and higher education institutions. By joining our team, you will play a vital role in making an impact for our clients and the people they serve through our growth strategy, enhanced user experiences, and engagement through the entire lifecycle of customers' interactions with the public sector.
Work you'll do
Support our growing Digital Contact Center practice by performing tasks around knowledge management, process improvement, reporting and PMO activities. These can include the following:
Using excel to analyze and manipulate data sets
Pull/generate reports using different tools such as Tableau
Creating/editing training guides and general knowledge management
Mentoring and managing junior staff
Creating PowerPoint decks for Clients and Leadership to display project updates and results
Collaborate with a diverse team, including developers, Sr. Managers, and clients
Desire to learn new technologies and industry specifics around Digital Contact Centers
Ability to be flexible and pivot priorities and tasks based on project deliverables.
Deloitte's Government and Public Services (GPS) practice - our people, ideas, technology and outcomes-is designed for impact. Serving federal, state, & local government clients as well as public higher education institutions, our team of over 15,000+ professionals brings fresh perspective to help clients anticipate disruption, reimagine the possible, and fulfill their mission promise.
The Contact Center practice is part of Deloitte's GPS Customer Strategy and Applied Design offering. It focuses on advising, implementing, and operating contact center 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 matrixed organization where we align various resource groups to deliver and provide high quality services.
Bachelor's degree required
2+ years of experience in either Management Consulting, Data Analytics, or as a PMO analyst
1+ years experience working within a Contact Center
Advanced excel skills with the ability to execute advanced formulas (e.g. vlookups) and pivot tables
1+ year experience working within a PMO structure.
Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future.
Travel up to 50%
Previous Contact Center experience in either Quality Assurance, Tech Support, Workforce Management, or as a Supervisor
Ability to put together compelling PowerPoint slides that are "client ready"
Previous "big 4" consulting 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, our professionals have a variety of opportunities to continue to grow throughout their career.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.