Contact Center Lead

Technology and Innovation | Technology/Enterprise Architecture

Sacramento, California, United States

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 :

Contract Management:

  • Develop and manage maintenance and operations contracts for clients, ensuring alignment with their strategic objectives.
  • Monitor contract performance, compliance, and adherence to service level agreements.
  • Implement effective contract administration processes and maintain accurate records.

Strategic Planning:

  • Collaborate with clients to understand their business goals and develop maintenance and operations strategies that support those goals.
  • Provide insights and recommendations to improve efficiency, reduce costs, and enhance overall operational performance.

Team Leadership:

  • Lead a team of professionals responsible for executing maintenance and operations contracts.
  • Foster a collaborative and high-performance culture, promoting continuous improvement and innovation within the team.

Client Relationship Management:

  • Cultivate strong relationships with clients, acting as the main point of contact for contract-related matters.
  • Collaborate with clients to understand their evolving needs and tailor solutions accordingly.

Risk Management:

  • Identify and mitigate potential risks associated with maintenance and operations contracts.
  • Develop contingency plans to address unforeseen challenges and ensure uninterrupted service delivery.

Reporting and Analysis:

  • Prepare regular reports on contract performance, key performance indicators, and other relevant metrics.
  • Conduct data analysis to identify trends, areas for improvement, and opportunities for cost optimization.

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 GPS Human Services Transformation offering designs and implements large, complex systems development and transformation projects to Human Service agencies across federal, state, and local government agencies as well as higher education institutions. With end-users, customers, and workers at the center, we collaborate with our clients to deliver quality human services and work to support individuals in need. Some areas that we focus on include Children Services, Eligibility & Enrollment, Child Support Enforcement, and Labor & Workforce Development.

Description

We are seeking a highly motivated and experienced Maintenance and Operations Contract Lead to join our team. The successful candidate will play a pivotal role in overseeing and managing maintenance and operations contracts for our clients. The ideal candidate will bring a blend of strategic thinking, operational expertise, and strong leadership skills to drive successful contract execution.

Qualifications 

Required: 

  • Bachelor’s degree required 
  • Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future 
  • 7+ years of proven experience in contract management
  • 5+ years of proven experience in managing Integrated Eligibility contracts management, with a focus on maintenance and operations.
  • 5+ years of experience in development of special projects and related service agreements
  • 3+ years full-time employment in service contract administration, monitoring, or inspection in the private or public sector.
  • Exceptional communication and interpersonal skills.
  • Strategic thinking and problem-solving abilities.
  • Familiarity with relevant regulations and compliance standards.

Preferred:

  • Master’s degree preferred.

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 $113,325 - $188,875.

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.

Information for applicants with a need for accommodation: [1] https://www2.deloitte.com/us/en/pages/careers/articles/join-deloitte-assistance-for-disabled-applicants.html

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Requisition code: 182202

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