Digital Contact Center Manager - Federal Health

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

This individual will be a direct member of the customer operations organization supporting clients in the federal and state government agencies helping them to develop contact center strategy, planning and service delivery models and then implementing them, leveraging operational best practices.

Provide Client Management and Consulting support of Contact Center operations and technology.

• Participate and review project plans, solution designs and other critical artifacts in driving complex, custom developed solution
• Offer end-to-end solutions including process analysis and design, requirements planning, business case development, analytics support and administration support
• Responsible for business development efforts, including Statements of Work (SOW), proposal development, client presentations, etc.
• Manage project planning, risk management, outcome focused execution, budget management, etc.
• Strong communication skills with ability to articulate industry and business concepts to diverse audiences and present to C-Level executive.
• Contribute to the internal development of our practice through participation in areas such as business development, training, methodology and toolkit development, and recruiting

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 practice. 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.

rofessionals will serve our clients through the following types of work:

• Customer Operations - modernize, deploy, and operate office capabilities and business processes across sales operations, quote-to-cash, and revenue management team
• Sales Excellence & Service Excellence - Integrate the latest technologies with leading-edge strategies, insights, experiences, and talent to enable outstanding customer service
• Salesforce - Deloitte unleashes the powerful Salesforce platform for our clients to drive the best possible outcomes and redefine engagement. We innovate like never before by creatively using technology to help enhance digital customer and employee experiences for our clients

Qualifications

Required:

• Bachelor's Degree
• 6+ years of consulting and/or industry experience
• Strong subject matter expertise in Customer and Contact Center operations
• Experience with full lifecycle design and implementation of contact center client projects
• Experience leading Contact Center Outsourcing selection and ramp up
• Experience in technical project management and solution design
• Experience doing complex migration and deployment strategy planning
• Experience in customer technologies such as Multi- and Omni-Channel
• Strong expertise in creating robust business cases
• Deep understanding of Contact Center technology (ACD, PBX, WFM, CTI, QA, IVR, and KM) with a preference for deep knowledge in at least one
• Experience with Top CCaaS Products: Genesys Cloud Cx, Genesys Multi-Cloud, Amazon Connect (AWS), Five9
• Ability to travel 20-50%, on average, based on the work you do and the clients and industries/sectors you serve.
• 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 required clearance for this role

Preferred:

• Experience conducting performance analysis utilizing system and human generated data
• Experience in Customer Engagement and/or Customer Experience
• Ability to work independently and manage multiple task assignments
• Experience contributing to pre-sales and other sales activities
• Strong oral and written communication skills, including presentation skills (MS Visio, MS PowerPoint)
• Strong problem solving and troubleshooting skills with the ability to exercise mature judgment
• Advanced degree

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

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 $150,00.00 to $250,000.00.