Contact Center Workforce Management Lead

Deloitte • San Antonio, TX • 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.

Similar Jobs

Go-To Market Manager

USAA • San Antonio, TX • 1h ago

Management & Administrative

Why USAA? At USAA, our mission is to empower our members to achieve financial security through highly competitive products, exceptional service and trusted advice. We seek to be the #1 choice for the military community a...

1h ago

Go to Apply

Commercial Sales Manager

AutoZone, Inc. • San Antonio, TX • 14h ago

Management & Administrative

Job Description The Commercial Sales Team at AutoZone plays a pivotal role in driving growth across our professional customer base. Focused on delivering quality parts, reliable service, and dedicated support, this team...

14h ago

Go to Apply

Operations Manager- Power & HVAC

United Rentals • Von Ormy, TX • 1d ago

Management & Administrative

Great company. Great people. Great opportunities. If you would like the chance to make your mark with the world's largest equipment rental provider, come build your future with United Rentals! As Operations Manager at Un...

1d ago

Go to Apply

Management Training Program, Operations Supervisor

ABF Freight • San Antonio, TX • 1d ago

Management & Administrative

Job Description When joining our Management Training Program, you will join the company as an Operations Supervisor. During this 20-week program, you will be trained on every aspect of our company and industry from a ser...

1d ago

Go to Apply

NetSuite Technical Consultant

Deloitte • San Antonio, TX • 1d ago

Management & Administrative

Are you an experienced, passionate pioneer in technology who wants to work in a collaborative environment? As an experienced NetSuite Technical Consultant, you will have the ability to share new ideas and collaborate on...

1d ago

Go to Apply

Solution Architect - Senior Manager - Consulting - Location OPEN

EY • San Antonio, TX • 2d ago

Management & Administrative

Location: Anywhere in Country At EY, we're all in to shape your future with confidence. We'll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY...

2d ago

Go to Apply

Administrative Associate for Department of Computational, Engineering, & Mathematical Sciences

Texas A&M University System • San Antonio, TX • 2d ago

Management & Administrative

Job Title Administrative Associate for Department of Computational, Engineering, & Mathematical Sciences Agency Texas A&M University - San Antonio Department Department of Computational, Engineering, and Mathemat...

2d ago

Go to Apply

Administrative Assistant

SCI Shared Resources, LLC • San Antonio, TX • 2d ago

Management & Administrative

Our associates celebrate lives. We celebrate our associates. Provides administrative support to a funeral home, cemetery, crematory or a combination of these facilities. Assists with special projects, research, and resol...

2d ago

Go to Apply

Supply Inventory Technician

HCA Healthcare • San Antonio, TX • 2d ago

Management & Administrative

Experience the HCA Healthcare difference where colleagues are trusted, valued members of our healthcare team. Grow your career with an organization committed to delivering respectful, compassionate care, and where the un...

2d ago

Go to Apply

Business Office Coordinator

HCA Healthcare • San Antonio, TX • 3d ago

Management & Administrative

Are you passionate about the patient experience? At HCA Healthcare, we are committed to caring for patients with purpose and integrity. We care like family! Jump-start your career as a Business Office Coordinator today w...

3d ago

Go to Apply

Subscribe to get new jobs sent directly to you
(no charge, cancel anytime)

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.