Consulting Manager - Digital Contact Centers

Management Consulting | Customer & Marketing
Same job available in 55 locations

Position Summary

Are you a creative thinker who loves to be on the cutting edge, solving problems though innovative technology solutions? Are you passionate about customer strategy, digital design, marketing, and platform development? Our Customer & Marketing Offering Portfolio integrates the differentiated customer and marketing businesses that support the mission-critical goals of federal, state and local government agencies, and higher education institutions. By joining our team, you will play a vital role in making an impact for our clients and the people they serve through our growth strategy, enhanced user experiences, and engagement through the entire lifecycle of customers’ interactions with the public sector.

 

Work you’ll do 

This leader will be a direct member of the customer operations organization supporting clients in the federal and state government agencies helping them to develop contact center strategy, planning and service delivery models and then implementing them, leveraging operational best practices.  

  • Significant background in Client Management or Consulting with a proficient knowledge of Contact Center operations and technology. 
  • Ability to manage concurrent projects delivering business outcomes on-time & within-budget. Key skills include: project planning, risk management, outcome focused execution, budget management, etc.
  • Strong communication skills with ability to articulate industry and business concepts to diverse audiences and present to C-Level executive.
  • Experience working on a Contact Center operations project.
  • Ability to participate and review project plans, solution designs and other critical artifacts in driving complex, custom developed solution
  • Ability to source, retain and grow talent.
  • Proven capability in building and leading high-functioning teams.
  • Ability to foster collaborative relationships in cross-functional teams and work in matrix environment.
  • Ability to earn the confidence of others through open communication and respectful behavior.
  • Leveraging of data and metrics to help drive decision making.
  • Agile style. Ability to determine when and how to modify and re-set plans based on newly gained information; ability to iterate through options and set a revised course

 

The team 

Deloitte’s Government and 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 over 15,000+ professionals brings fresh perspective to help clients anticipate disruption, reimagine the possible, and fulfill their mission promise.   

 

The Contact Center practice is part of Deloitte’s GPS Customer Strategy and Applied Design offering. It focuses on advising, implementing, and operating contact center operations and technology to elevate the human experience in a digital world.  The Contact Center practice achieves this by helping our clients discover, design, and implement tailored contact center operations and telephony solutions. We bring knowledge and solutions to uncover the behaviors, motivations and preferences of our clients’ customers and develop new experiences for them. We are a matrixed organization where we align various resource groups to deliver and provide high quality services.

 

Qualifications 

Required: 

  • Bachelor’s degree required 
  • 6+ years of Relevant experience within Operations Management, Consulting, Client Services, or Project Management
  • 2+ years of Contact Center experience, or having worked on Contact Center projects
  • 3+ years of experience in a Management position having at least 5 direct reports
  •  Ability to travel up to 50%  
  • Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future 

 

Preferred: 

  • Previous experience working for a large Consulting Management firm
  • Experience managing a Contact Center of more than 500 agents
  • Knowledge of a variety Contact Center technologies and vendors

 

How you'll grow

At Deloitte, our professional development plan focuses on helping people at every level of their career to identify and use their strengths to do their best work every day. From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to help sharpen skills in addition to hands-on experience in the global, fast-changing business world.  From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.


Our people and culture

Our diverse, equitable, and inclusive culture empowers our people to be who they are, contribute their unique perspectives, and make a difference individually and collectively. It enables us to leverage different ideas and perspectives, and bring more creativity and innovation to help solve our client most complex challenges. This makes Deloitte one of the most rewarding places to work. Learn more about our inclusive culture.

Professional development

From entry-level employees to senior leaders, we believe there’s always room to learn. We offer opportunities to build new skills, take on leadership opportunities and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career. Learn more about our commitment to developing our people.


As used in this posting, "Deloitte" means Deloitte Consulting LLP, a subsidiary of Deloitte LLP. Please see www.deloitte.com/us/about for a detailed description of the legal structure of Deloitte LLP and its subsidiaries.

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.

Requisition code: 40004

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