Contact Center Workforce Management

Management Consulting | Customer & Marketing
Same job available in 3 locations

Position Summary

Contact Center Workforce Management Support TeamSolution Analyst- US Delivery Center (Lake Mary, FL, Mechanicsburg, PA or Gilbert, AZ)

Are you an experienced, passionate pioneer in technology – a solutions builder, a roll-up-your-sleeves technologist who wants a daily collaborative environment, think-tank feel and share new ideas with your colleagues - without the extensive demands of travel?  If so, consider an opportunity with our US Delivery Center – we are breaking the mold of a typical Delivery Center.

Our US Delivery Centers have been growing since 2014 with significant, continued growth on the horizon.  Interested? Read more about our opportunity below …


The Team
The Contact Center practice is part of Deloitte’s Customer & Marketing offering. It focuses on advising, implementing, and operating contact centers 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 matrix organization where we align various resource groups to deliver and provide high quality services.

What You’ll Do:
The Workforce Management Team will oversee and manage the day-to-day scheduling activities of a virtual contact center team. You will coordinate with different client stakeholders to capture, analyze, and recommend staffing requirements across hours of operations.  Team member will use call arrival patterns to recognize call volume coverage requirements and apply analysis to develop dynamic scheduling requirements for state agency volunteers and multiple vendors.  Will also be responsible for driving WFM performance and communicating with third party vendors supplying agent operators to ensure calls are handled appropriately.

Qualifications:

  • 2+ years of Workforce Management Experience 
  • 3+ years of Contact Center experience
  • Experience analyzing call volume data and recommending staffing requirements accordingly
  • Experience working with Contact/Call Center Vendors
  • Excellent verbal and written communication skills
  • Bachelor's Degree preferred
  • Must live or relocate to the greater Lake Mary, FL, Mechanicsburg, PA  or Gilbert, AZ area
  • Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future

Additional US Delivery Center Requirements

  • Should be sharp, proactive, good communicator and able to manage client expectation

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.

Benefits
At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits.

Deloitte’s culture
Our positive and supportive culture encourages our people to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them to be healthy, centered, confident, and aware. We offer well-being programs and are continuously looking for new ways to maintain a culture where our people excel and lead healthy, happy lives.

Corporate citizenship
Deloitte is led by a purpose: to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our people and our communities.  We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities.  Learn more about Deloitte’s impact on the world.

Recruiter tips
We want job seekers exploring opportunities at Deloitte to feel prepared and confident. To help you with your interview, we suggest that you do your research: know some background about the organization and the business area you’re applying to. Check out recruiting tips from Deloitte professionals.

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: 14392

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