Contact Center Operations and Transformation Manager

Contact Center Operations & Transformation Manager

Our Deloitte Sales & Service team empowers organizations to build deeper relationships with customers through innovative strategies, advanced analytics, Generative AI, transformative technologies, and creative design.

We can enhance customer experiences and drive sustained growth and customer value creation and capture, through customer and commercial strategies, digital products and innovation, marketing, commerce, sales, and service.

We are a team of strategists, data scientists, operators, creatives, designers, engineers, and architects.

Our team balances business strategy, technology, creativity, and ongoing managed services to solve the biggest problems that affect customers, partners, constituents, and the workforce

Recruiting for this role ends on December 31, 2026.

Work you'll do

As a Contact Center Operations and Transformation Manager, you will be responsible for:


* Leading contact center and customer service transformation engagements, with a focus on package-enabled and platform-enabled transformation


* Assessing current-state operations across service demand, channel strategy, workforce management, agent experience, technology capabilities, cost structure, and performance metrics


* Designing future-state operating models and transformation roadmaps that improve efficiency, scalability, service quality, and customer experience


* Supporting the design and implementation of customer service technologies, including contact center as a service, customer relationship management, workforce management, knowledge management, analytics, automation, and artificial intelligence-enabled service platforms


* Helping clients apply digital self-service, automation, Generative AI, conversational AI, agent assist, intelligent routing, and knowledge management capabilities to improve service performance and reduce cost


* Managing teams and workstreams, driving delivery quality, and building client relationships across business, operations, technology, data, and delivery stakeholders

A successful candidate would possess these skills:


* Ability to work independently and collaborate as part of a team


* Effective written and verbal communication skills


* Meticulous attention to detail and quality of work product


* Ability to build and sustain professional relationship


* Ability to lead projects or workstreams


* Ability to manage and prioritize multiple tasks in a fast-paced and dynamic environment


* Strong interpersonal skills and professional demeanor


* Ability to meet deadlines


* Ability to provide clear guidance to others

The team

Our Sales & Service offering drives global customer transformation by designing and implementing innovative sales and service experiences.

We blend strategy, technology, and creativity to solve complex challenges, bringing customer strategies to life and creating new markets.

Qualifications

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