Contact Center Strategy, Growth, and Transformation Senior Consultant

Deloitte • Raleigh, NC • 12h 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.

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 relationships

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

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

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

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.

Go to Apply

Senior Administrative Assistant

Caterpillar, Inc. • Cary, NC • 6h ago

Management & Administrative

Career Area: Business Services Job Description: Your Work Shapes the World at Caterpillar Inc. When you join Caterpillar, you're joining a global team who cares not just about the work we do - but also about each other....

6h ago

Go to Apply

UTS- Temporary Executive Administrative Assistant

North Carolina State University • Raleigh, NC • 7h ago

Management & Administrative

Join the Pack! A community with nearly 8,000 faculty and staff, and 30,000 students. NC State is one of the largest employers in North Carolina, offering a large range of career opportunities. Visit us at https://jobs.hr...

7h ago

Go to Apply

Account Manager, Provider

Datavant • Raleigh, NC • 10h ago

Management & Administrative

Datavant is the data collaboration platform trusted for healthcare. Guided by our mission to make the world's health data secure, accessible and actionable, we provide critical data solutions for organizations across the...

10h ago

Go to Apply

Customer Service Specialist

Sherwin-Williams • Durham, NC • 1d ago

Management & Administrative

This FULL-TIME position is essential to the success of our retail stores. Customer Service Specialists work closely with wholesale and retail customers to determine their needs, answer their questions about Sherwin-Willi...

1d ago

Go to Apply

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