Contact Center Operations and Transformation Functional Manager

Contact Center Operations and Transformation Functional 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 Manager in Deloitte Consulting's Customer offering portfolio, you will help clients transform contact center and customer service operations to drive efficiency, improve customer and employee experiences, and enable more scalable, data-driven service delivery.

You will work at the intersection of business transformation, operations, technology, and AI, helping clients assess current-state service models, define future-state capabilities, and implement solutions that improve performance and reduce cost.

You will advise clients on a range of customer operations priorities, including contact center transformation, digital channel enablement, operating model redesign, workforce optimization, service personalization, and AI-powered service innovation.

This role requires a leader who can move seamlessly from executive-level discussions to detailed problem-solving, solution design, and delivery execution.

Key responsibilities include:


* Leading contact center operations and transformation engagements for clients across various industries


* Assessing current-state customer service operations, including organizational structure, service demand, channel strategy, call drivers, workforce management, agent experience, service levels, technology capabilities, cost structure, and performance metrics


* Designing future-state operating models that improve efficiency, scalability, resiliency, service quality, and customer satisfaction


* Developing transformation strategies that leverage digital self-service, automation, Generative AI, conversational AI, agent assist, intelligent routing, knowledge management, process redesign, and workforce optimization


* Helping clients use AI, analytics, and customer data to improve service performance, personalize interactions, reduce handle time, increase containment, improve first-contact resolution, and support better decision-making


* Supporting the design and implementation of contact center and customer service technologies, including CCaaS, CRM, workforce management, quality management, knowledge management, analytics, and AI-enab...