Manager, Strategy, Growth, and Transformation
About the role
Our Deloitte Customer 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.
Responsibilities
- Help drive the implementation of Workforce Management (WFM) across multiple regional contact centers supporting the configuration of Genesys Workforce Engagement Module (WEM).
- Lead a small team to develop roll out plans with clients, meet with regional stakeholders to evangelize WFM, coordinate with technical resources on WFM configuration, create WFM training, and guide teams through WFM operations using Genesys.
- Lead client-facing migration and adoption strategy meetings and advise the client on WFM as contact centers transition from the legacy WFM system to Genesys WFM/WEM.
- Actively participate in a broad range of traditional consulting activities such as proposal and RFP initiatives, project financials, staff coaching and oversight, staff recruitment and retention, and more.
Requirements
- 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 relationships
- 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
Qualifications
- Bachelor's degree
- 4+ years of experience working in Contact Center Workforce Management roles
- 1+ years of Genesys Cloud CX / Genesys Workforce Engagement Model (WEM) experience
- 1+ years of experience designing KPI frameworks for large technical and operational transformations
- Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future
- Must be able to obtain and maintain the Public Trust clearance required for this role
- 10+ years of experience working in Contact Center Workforce Management roles (preferred)
- 1+ years of experience working with other workforce management cloud AI platforms (preferred)
- 1+ years of experience migrating from legacy / on-premises system to cloud (preferred)
- 1+ years of experience measuring contact center metrics (ASA, AHT, FCR, CSAT) (preferred)
- 1+ years of experience working in the healthcare industry or other large, complex environment such as insurance, telecommunications, etc. (preferred)
- 1+ years of experience performing CRM integrations with Salesforce and/or connecting with multiple data warehouses (preferred)
Benefits
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 $134,500 to $265,100.
Pay
The pay range for this role is confidential and will vary based on factors such as location, market conditions, and individual qualifications.
Schedule
The schedule for this role is flexible and will depend on the client and industry/sector needs.