Contact Center Operations and Transformation Manager

Deloitte • Mclean, VA • 3h ago

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

Required

Bachelor's degree in business, computer science, engineering, or information systems

8+ years of experience in contact center operations, customer service transformation, package-enabled transformation, or management consulting

4+ years of experience with customer service or contact center technologies, including contact center as a service, customer relationship management, workforce management, quality management, knowledge management, analytics, or artificial intelligence-enabled service platforms

2+ years of experience developing operating models, transformation roadmaps, business cases, performance improvement plans, or value realization frameworks

Ability to travel 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 supporting contact center environments with 500+ agents

Experience with Salesforce

Experience with Genesys, Five9, NICE, Amazon Web Services, or similar cloud-based contact center platforms

Experience with digital self-service, automation, analytics, personalization, or artificial intelligence-enabled service capabilities

Experience developing business cases, transformation roadmaps, operating models, performance improvement plans, or value realization frameworks

Master of Business Administration, master's degree in a business or technical field, or Project Management Professional, Six Sigma, Lean, or Agile certification

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.

Customer_US

SS_US

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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