PMO Analyst - 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 

We're looking for someone to join the Command Center team, supporting State Government Contact Centers.  The role of the Command Center is to facilitate communications and reporting across workstreams, and to manage operator provisioning for the multiple technology systems involved.  These daily activities are key to meeting our mission of delivering critical services to key demographics/stakeholders and ensure that call center agents are prepared and ready to assist during this challenging time. This project is incredibly fast-paced, high visibility and is a part of our most critical mission; public service.  For this role we are looking for someone with a PMO orientation, and very strong story-boarding / PowerPoint skills who is familiar with Consulting presentation styles, a high level of attention to detail, and strong Excel skills. And someone who wants to join a very fast-moving project with a fantastic team, and learn something about Digital Contact Center management!

  • Utilize strong Excel skills to analyze, scrub, and present on data
  • Create PowerPoint presentations to be shared with upper leadership and clients
  • Intermediate Tableau skills 

 

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 
  • 2+ years of Excel experience including complex formulas (vLookups), pivot tables, and working with large data sets. 
  • 1+ years of experience working within a PMO.
  • 1+ years experience pulling reports and creating dashboards.
  •  Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future 
  • Travel up to 25%  

 

Preferred: 

  • Previous experience working at a Consulting Management firm
  • Previous Contact Center Experience
  • Excellent written and oral communication skills
  • Beginner Tableau experience

 

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: 34089

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