Work you'll do As a Manager in Deloitte Consulting's Customer offering portfolio, you will help ... strategy, call drivers, workforce management, agent experience, service levels, technology ...
Deloitte
120 Deloitte Call Center Operations Manager Jobs Hiring Near You
Work you'll do As a Manager in Deloitte Consulting's Customer offering portfolio, you will help ... strategy, call drivers, workforce management, agent experience, service levels, technology ...
Contact Center Operations & Transformation Manager Our Deloitte Sales & Service team empowers organizations to build deeper relationships with customers through innovative strategies, advanced ...
Contact Center Operations & Transformation Manager Our Deloitte Sales & Service team empowers organizations to build deeper relationships with customers through innovative strategies, advanced ...
Contact Center Operations Generalist Architect Our Deloitte Sales & Service team empowers ... Ability to manage and prioritize multiple tasks in a fast-paced and dynamic environment * Strong ...
Contact Center Operations Generalist Architect Our Deloitte Sales & Service team empowers ... Ability to manage and prioritize multiple tasks in a fast-paced and dynamic environment * Strong ...
Partner with the Center Director in developing research center strategy and execution plans ... At Deloitte, it is not typical for an individual to be hired at or near the top of the range for ...
Partner with the Center Director in developing research center strategy and execution plans ... At Deloitte, it is not typical for an individual to be hired at or near the top of the range for ...
Deloitte's Center for Health Solutions (DCHS) is seeking a Senior Research Leader to drive ... The role combines thought leadership excellence, operational rigor, and commercial acumen to ensure ...
Deloitte's Center for Health Solutions (DCHS) is seeking a Senior Research Leader to drive ... The role combines thought leadership excellence, operational rigor, and commercial acumen to ensure ...
Deloitte's Center for Health Solutions (DCHS) is seeking a Senior Research Leader to drive ... The role combines thought leadership excellence, operational rigor, and commercial acumen to ensure ...
Deloitte's Center for Health Solutions (DCHS) is seeking a Senior Research Leader to drive ... The role combines thought leadership excellence, operational rigor, and commercial acumen to ensure ...
If you require a reasonable accommodation to participate in the recruiting process, please direct your inquiries to the Global Call Center (GCC) at USTalentCICInbox@deloitte.com. From developing a ...
If you require a reasonable accommodation to participate in the recruiting process, please direct your inquiries to the Global Call Center (GCC) at USTalentCICInbox@deloitte.com. From developing a ...
Microsoft D365 F&O Technical Architect
$64 - $77.25/hr
... Call Center (GCC) at USTalentCICInbox@deloitte.com. Information for applicants with a need for ... We work on projects involving Workday Financials, Supply Chain Management, Infor Solutions ...
Microsoft D365 F&O Technical Architect
$64 - $77.25/hr
... Call Center (GCC) at USTalentCICInbox@deloitte.com. Information for applicants with a need for ... We work on projects involving Workday Financials, Supply Chain Management, Infor Solutions ...
... with contact center operations leaders on change management and KPI realization. * Strong ... At Deloitte, it is not typical for an individual to be hired at or near the top of the range for ...
... with contact center operations leaders on change management and KPI realization. * Strong ... At Deloitte, it is not typical for an individual to be hired at or near the top of the range for ...
UKG PRO WFM Time Keeping Senior Consultant
$101K - $123K/yr
... your inquires to the Global Call Center (GCC) at USTalentCICInbox@deloitte.com. For more ... management solutions that help improve business operations and workforce experiences. Recruiting ...
UKG PRO WFM Time Keeping Senior Consultant
$101K - $123K/yr
... your inquires to the Global Call Center (GCC) at USTalentCICInbox@deloitte.com. For more ... management solutions that help improve business operations and workforce experiences. Recruiting ...
... Call Center (GCC) at USTalentCICInbox@deloitte.com Information for applicants with a need for ... We work on projects involving Workday Financials, Supply Chain Management, Infor Solutions ...
... Call Center (GCC) at USTalentCICInbox@deloitte.com Information for applicants with a need for ... We work on projects involving Workday Financials, Supply Chain Management, Infor Solutions ...
This position involves overseeing a variety of legal administrative and operational activities. The ... S. claims/circumstances to representatives of the Deloitte U.S. Entities' insurance carriers which ...
This position involves overseeing a variety of legal administrative and operational activities. The ... S. claims/circumstances to representatives of the Deloitte U.S. Entities' insurance carriers which ...
This position involves overseeing a variety of legal administrative and operational activities. The ... S. claims/circumstances to representatives of the Deloitte U.S. Entities' insurance carriers which ...
This position involves overseeing a variety of legal administrative and operational activities. The ... S. claims/circumstances to representatives of the Deloitte U.S. Entities' insurance carriers which ...
... Call Center (GCC) at USTalentCICInbox@deloitte.com . For more information about Human Capital ... Ability to manage and prioritize multiple tasks in a fast-paced and dynamic environment * Strong ...
... Call Center (GCC) at USTalentCICInbox@deloitte.com . For more information about Human Capital ... Ability to manage and prioritize multiple tasks in a fast-paced and dynamic environment * Strong ...
... your inquires to the Global Call Center (GCC) at USTalentCICInbox@deloitte.com. For more ... Ability to manage and prioritize multiple tasks in a fast-paced and dynamic environment * Strong ...
... your inquires to the Global Call Center (GCC) at USTalentCICInbox@deloitte.com. For more ... Ability to manage and prioritize multiple tasks in a fast-paced and dynamic environment * Strong ...
... The team Deloitte Technology (DT) powers the firm's internal operations through innovative ... The Service Orchestration function sits at the center of this ecosystem, unifying service delivery ...
... The team Deloitte Technology (DT) powers the firm's internal operations through innovative ... The Service Orchestration function sits at the center of this ecosystem, unifying service delivery ...
... The team Deloitte Technology (DT) powers the firm's internal operations through innovative ... The Service Orchestration function sits at the center of this ecosystem, unifying service delivery ...
... The team Deloitte Technology (DT) powers the firm's internal operations through innovative ... The Service Orchestration function sits at the center of this ecosystem, unifying service delivery ...
Join Deloitte Technology's enterprise service operations team as a Senior Manager, Service ... The Service Orchestration function sits at the center of this ecosystem, unifying service delivery ...
Join Deloitte Technology's enterprise service operations team as a Senior Manager, Service ... The Service Orchestration function sits at the center of this ecosystem, unifying service delivery ...
Join Deloitte Technology's enterprise service operations team as a Senior Manager, Service ... The Service Orchestration function sits at the center of this ecosystem, unifying service delivery ...
Join Deloitte Technology's enterprise service operations team as a Senior Manager, Service ... The Service Orchestration function sits at the center of this ecosystem, unifying service delivery ...
If so, consider an opportunity with Deloitte under our Project Delivery Talent Model. Project ... Experience with investment management related systems, technologies, and tools such as order ...
If so, consider an opportunity with Deloitte under our Project Delivery Talent Model. Project ... Experience with investment management related systems, technologies, and tools such as order ...
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What other companies are hiring for Call Center Operations Manager jobs?
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Other
Posted 9 days ago
Deloitte rating
8.0
Based on 89 frontline employees who took The Breakroom Quiz
71st of 146 rated financial services
Job description
Contact Center Operations and Transformation, PU&R, Manager, Functional Transformation
Our Deloitte Sales & Service 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
Recruiting for this role ends on December 31, 2026.
Work you'll do
As a Manager in Deloitte Consulting's Customer offering portfolio, you will help Power, Utilities & Renewables clients transform contact center and customer service operations to drive efficiency, improve customer and employee experiences, and enable more scalable, data-driven service delivery. You will work at the intersection of business transformation, operations, technology, and AI, helping clients assess current-state service models, define future-state capabilities, and implement solutions that improve performance and reduce cost.
You will advise clients on a range of customer operations priorities, including contact center transformation, digital channel enablement, operating model redesign, workforce optimization, service personalization, and AI-powered service innovation. This role requires a leader who can move seamlessly from executive-level discussions to detailed problem-solving, solution design, and delivery execution.
Key responsibilities include:
- Leading contact center operations and transformation engagements for Power, Utilities & Renewables clients
- Assessing current-state customer service operations, including organizational structure, service demand, channel strategy, call drivers, workforce management, agent experience, service levels, technology capabilities, cost structure, and performance metrics
- Designing future-state operating models that improve efficiency, scalability, resiliency, service quality, and customer satisfaction
- Developing transformation strategies that leverage digital self-service, automation, Generative AI, conversational AI, agent assist, intelligent routing, knowledge management, process redesign, and workforce optimization
- Helping clients use AI, analytics, and customer data to improve service performance, personalize interactions, reduce handle time, increase containment, improve first-contact resolution, and support better decision-making
- Supporting the design and implementation of contact center and customer service technologies, including CCaaS, CRM, workforce management, quality management, knowledge management, analytics, and AI-enabled service platforms
- Leading digital service transformation efforts to modernize customer engagement across contact center, digital, and assisted-service channels
- Managing multiple teams and workstreams, while driving high-quality delivery, measurable client impact, and strong team performance
- Building trusted client relationships and collaborating across Deloitte's cross-functional teams, including operations, technology, AI, data, industry, and delivery specialists, to deliver integrated solutions
- Coaching junior team members, contributing to team development, and supporting Deloitte's collaborative, client-focused culture
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 relationship
- 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
Our Sales & Service offering drives global customer transformation by designing and implementing innovative sales and service experiences. We blend strategy, technology, and creativity to solve complex challenges, bringing customer strategies to life and creating new markets.
Qualifications
Required
- 8+ years of relevant experience in contact center operations, customer service transformation, or management consulting/advisory, including significant experience focused on contact center strategy, operations, and transformation engagements
- 4+ years of experience leading multiple project teams and workstreams simultaneously, with responsibility for delivery quality, team performance, and client outcomes
- 2+ years of experience serving Power, Utilities & Renewables clients, with an understanding of customer operations, service environments, and industry-specific business challenges
- Bachelor's degree in Computer Science, Engineering, or equivalent work experience
- Ability to travel up to 50% on average, based on the work you do and the clients and industries/sectors you serve
- Limited immigration sponsorship may be available
Preferred
- Experience working in, leading, or advising large-scale contact center environments supporting 500+ agents.
- Experience with contact center and customer service technologies, including CCaaS, CRM, workforce management, quality management, knowledge management, analytics, and AI-enabled service tools.
- Experience leveraging AI, automation, digital self-service, analytics, and personalization capabilities to improve customer service performance and reduce operating costs.
- Experience with Salesforce.
- Experience with Genesys, Five9, NICE, AWS, or similar cloud-based contact center and customer service platforms.
- Experience developing business cases, transformation roadmaps, operating models, performance improvement plans, and value realization frameworks.
- PMP, Six Sigma, Lean, Agile, or related certificationli>
- Master of Business Administration or other relevant advanced degree.
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 $144,000 to $241,000.
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.
#Customer_US
#SS_US
Contact Center Operations and Transformation, PU&R, Manager, Functional Transformation
Our Deloitte Sales & Service 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
Recruiting for this role ends on December 31, 2026.
Work you'll do
As a Manager in Deloitte Consulting's Customer offering portfolio, you will help Power, Utilities & Renewables clients transform contact center and customer service operations to drive efficiency, improve customer and employee experiences, and enable more scalable, data-driven service delivery. You will work at the intersection of business transformation, operations, technology, and AI, helping clients assess current-state service models, define future-state capabilities, and implement solutions that improve performance and reduce cost.
You will advise clients on a range of customer operations priorities, including contact center transformation, digital channel enablement, operating model redesign, workforce optimization, service personalization, and AI-powered service innovation. This role requires a leader who can move seamlessly from executive-level discussions to detailed problem-solving, solution design, and delivery execution.
Key responsibilities include:
- Leading contact center operations and transformation engagements for Power, Utilities & Renewables clients
- Assessing current-state customer service operations, including organizational structure, service demand, channel strategy, call drivers, workforce management, agent experience, service levels, technology capabilities, cost structure, and performance metrics
- Designing future-state operating models that improve efficiency, scalability, resiliency, service quality, and customer satisfaction
- Developing transformation strategies that leverage digital self-service, automation, Generative AI, conversational AI, agent assist, intelligent routing, knowledge management, process redesign, and workforce optimization
- Helping clients use AI, analytics, and customer data to improve service performance, personalize interactions, reduce handle time, increase containment, improve first-contact resolution, and support better decision-making
- Supporting the design and implementation of contact center and customer service technologies, including CCaaS, CRM, workforce management, quality management, knowledge management, analytics, and AI-enabled service platforms
- Leading digital service transformation efforts to modernize customer engagement across contact center, digital, and assisted-service channels
- Managing multiple teams and workstreams, while driving high-quality delivery, measurable client impact, and strong team performance
- Building trusted client relationships and collaborating across Deloitte's cross-functional teams, including operations, technology, AI, data, industry, and delivery specialists, to deliver integrated solutions
- Coaching junior team members, contributing to team development, and supporting Deloitte's collaborative, client-focused culture
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 relationship
- 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
Our Sales & Service offering drives global customer transformation by designing and implementing innovative sales and service experiences. We blend strategy, technology, and creativity to solve complex challenges, bringing customer strategies to life and creating new markets.
Qualifications
Required
- 8+ years of relevant experience in contact center operations, customer service transformation, or management consulting/advisory, including significant experience focused on contact center strategy, operations, and transformation engagements
- 4+ years of experience leading multiple project teams and workstreams simultaneously, with responsibility for delivery quality, team performance, and client outcomes
- 2+ years of experience serving Power, Utilities & Renewables clients, with an understanding of customer operations, service environments, and industry-specific business challenges
- Bachelor's degree in Computer Science, Engineering, or equivalent work experience
- Ability to travel up to 50% on average, based on the work you do and the clients and industries/sectors you serve
- Limited immigration sponsorship may be available
Preferred
- Experience working in, leading, or advising large-scale contact center environments supporting 500+ agents.
- Experience with contact center and customer service technologies, including CCaaS, CRM, workforce management, quality management, knowledge management, analytics, and AI-enabled service tools.
- Experience leveraging AI, automation, digital self-service, analytics, and personalization capabilities to improve customer service performance and reduce operating costs.
- Experience with Salesforce.
- Experience with Genesys, Five9, NICE, AWS, or similar cloud-based contact center and customer service platforms.
- Experience developing business cases, transformation roadmaps, operating models, performance improvement plans, and value realization frameworks.
- PMP, Six Sigma, Lean, Agile, or related certificationli>
- Master of Business Administration or other relevant advanced degree.
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 applicab...