Contact Center Workforce Management Lead

Deloitte • Baltimore, MD • 2h ago

Our Deloitte Customer 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.

Work You'll Do

Help drive the implementation of Workforce Management (WFM) across multiple regional contact centers supporting the configuration of Genesys Workforce Engagement Module (WEM).

Lead a small team to develop roll out plans with clients, meet with regional stakeholders to evangelize WFM, coordinate with technical resources on WFM configuration, create WFM training, and guide teams through WFM operations using Genesys.

Lead client-facing migration and adoption strategy meetings and advise the client on WFM as contact centers transition from the legacy WFM system to Genesys WFM/WEM.

Actively participate in a broad range of traditional consulting activities such as proposal and RFP initiatives, project financials, staff coaching and oversight, staff recruitment and retention, and more.

The Team

Deloitte's Government & 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 professionals brings fresh perspective to help clients anticipate disruption, reimagine the possible, and fulfill their mission promise.

Our Digital Foundry, Operate, & Innovation offering designs and delivers ongoing services to run our clients' customer digital businesses. Also includes the innovation and assets team, responsible for orchestrating the broader OP innovation agenda and solution/accelerator development.

Qualifications

Required:

Bachelor's degree in business, analytics, or related field

4+ years of experience working in Contact Center Workforce Management roles

1+ years of Genesys Cloud CX / Genesys Workforce Engagement Model (WEM) experience

1+ years of experience designing KPI frameworks for large technical and operational transformations

Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future

Must be able to obtain and maintain the Public Trust clearance required for this role

Ability to travel 0-50%, on average, based on the work you do and the clients and industries/sectors you serve

Preferred:

10+ years of experience working in Contact Center Workforce Management roles

1+ years of experience working with other workforce management cloud AI platforms

1+ years of experience migrating from legacy / on-premises system to cloud

1+ years of experience measuring contact center metrics (ASA, AHT, FCR, CSAT)

1+ years of experience working in the healthcare industry or other large, complex environment such as insurance, telecommunications, etc.

1+ years of experience performing CRM integrations with Salesforce and/or connecting with multiple data warehouses

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 $124,700 to $229,500.

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.

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.

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