Contact Center Operations and Transformation Functional Manager

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., * 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-enabled service platforms
• Leading digital service transformation efforts to modernize customer engagement across contact center, digital, and assisted-service channels
• Managing multiple teams and workstreams, while driving high-quality delivery, measurable client impact, and strong team performance
• Building trusted client relationships and collaborating across Deloitte’s cross-functional teams, including operations, technology, AI, data, industry, and delivery specialists, to deliver integrated solutions
• Coaching junior team members, contributing to team development, and supporting Deloitte’s collaborative, client-focused culture

• 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, Required
• 8+ years of relevant experience in contact center operations, customer service transformation, or management consulting/advisory, including significant experience focused on contact center strategy, operations, and transformation engagements
• 4+ years of experience leading multiple project teams and workstreams simultaneously, with responsibility for delivery quality, team performance, and client outcomes
• 2+ years of experience serving clients across various industries, with an understanding of customer operations, service environments, and industry-specific business challenges
• Bachelor’s degree in Computer Science, Engineering, or equivalent work experience
• Ability to travel up to 50% on average, based on the work you do and the clients and industries/sectors you serve
• Limited immigration sponsorship may be available

Preferred

• Experience working in, leading, or advising large-scale contact center environments supporting 500+ agents.
• Experience with contact center and customer service technologies, including CCaaS, CRM, workforce management, quality management, knowledge management, analytics, and AI-enabled service tools.
• Experience leveraging AI, automation, digital self-service, analytics, and personalization capabilities to improve customer service performance and reduce operating costs.
• Experience with Salesforce.
• Experience with Genesys, Five9, NICE, AWS, or similar cloud-based contact center and customer service platforms.
• Experience developing business cases, transformation roadmaps, operating models, performance improvement plans, and value realization frameworks.
• PMP, Six Sigma, Lean, Agile, or related certifications
• Master of Business Administration or other relevant advanced degree.

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $144,000 to $241,000.

You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

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