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SCAM ALERT: Caution against fraudulent job offers!

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SCAM ALERT

Caution against fraudulent job offers!

We have been informed of instances where jobseekers are led to believe of fictitious job opportunities with Deloitte US (Deloitte). In one or more such cases, false promises of actual or potential selection, or initiation or completion of the recruitment formalities appear to have been or are being made. Some jobseekers appear to have been asked to pay money to specified bank accounts of individuals or entities as a condition of their selection for a job with Deloitte. These individuals or entities are in no way connected with Deloitte and do not represent or otherwise act on behalf of Deloitte.

We would like to clarify that:

* At Deloitte, ethics and integrity are fundamental and not negotiable.
* We are against corruption and neither offer bribes nor accept them, nor induce or permit any other party to make or receive bribes on our behalf.
* We have not authorized any party or person to collect any money from jobseekers in any form whatsoever for promises of getting jobs in Deloitte.
* We consider candidates only on merit and that we provide an equal opportunity to eligible applicants.
* No one other than designated Deloitte personnel (e.g., a Deloitte recruiter or Deloitte hiring partner) is permitted to extend any job offer from Deloitte.

Anyone who at any time has made or makes any payment to any party against promises of job or selection for a job with Deloitte or any matter related to this (including those for registration, verification or security deposit) or otherwise engages with any such person who has made or makes fraudulent promises or offers, does so (or has done so) entirely at their own risk. Deloitte takes no responsibility or liability for any such unauthorized or fraudulent actions or engagements.

We encourage jobseekers to exercise caution.

Do you thrive on developing creative and innovative insights to solve complex challenges? Want to work on next-generation, cutting-edge products and services that deliver outstanding value and that are global in vision and scope? Work with premier thought leaders in your field? Work for a world-class organization that provides an exceptional career experience with an inclusive and collaborative culture?

Want to make an impact that matters? Consider Deloitte Global.

Work you'll do:

Global Contact Center (GCC) strives to improve the productivity of Deloitte professionals around the world by resolving a variety of issues and requests through a consistent, high-quality customer experience.

Global Support Operations (GSO) empowers the Global Contact Center and enables its lines of business to deliver value via its 6 functions: Business Analytics, Business Operations, Knowledge Management, Project Integration, Technology & Innovation and Workforce Management.

As a member of the Global Contact Center senior leadership team, the GSO Senior Manager for Workforce Management & Transformation will act as a thought leader providing strategic and tactical operational oversight of the WFM function; drive initiatives that optimize staffing and enable cost efficiencies; lead innovation through the roll out of enterprise workforce management software solutions.

Responsibilities:

* Define and own the vision of the Workforce Management (WFM) delivery team, drive innovation and thought leadership
* Accountable for the effective monitoring of real-time queue and adherence reports to ensure service level and response time objectives are met; oversee real-time escalation plans
* Generates long-term strategies and structures for the Global Call Center and develops tactical steps to achieve them. Provides expert level guidance to forecasting, strategic analytics, and operational insights
* Manages and develops the Workforce team- providing coaching and training
* Guides the Workforce Management team to develop and align forecasts, schedules, and plans that ensure completion, accuracy, and adherence to standards and business objectives.
* Ensures Global Contact Center performance meet client and business needs.
* Works cross-functionally to utilize, manage, and configure the Workforce Management platform for forecasting, scheduling, tracking, monitoring, and reporting the daily, monthly and quarterly call center statistics; this includes, though is not limited to call center volumes, FTE, schedule adherence and service level achievement.
* Works to continually improve the forecasting and scheduling predictions across all contact channels.
* Performs Root Cause Analysis (RCA) on Service Level misses and forecast variances. Develops and implements action plans to reduce or eliminate root cause and improve operational performance.
* Develops contingency plans, direct activities during problem resolution efforts and participate in post-resolution analysis of projects providing input for future process improvements
* Serve as the Contact Centers business stakeholder for IT, Vendors and integrated partners to design, implement and improve technology and workforce management solutions that meet the Contact Centers needs
* Directly participate as a member of the Contact Center Senior Leadership team on strategy, business development and promote organic growth
* Lead the contact centers enterprise WFM software transformation and the delivery of complex projects and programs that center around Workforce Management and Productivity Improvements
* Track and communicate all division WFM related inquiries, requests, and enhancements from submission/ideation through execution
* Build strong and lasting senior stakeholder relationships
* Drive continuous improvement efforts in meeting business needs while improving customer/associate journey
* Hands on work alongside team to meet key deliverables and timelines
* Monitor and participate in budget and finance management activities in close collaboration with global delivery center and line of business leaders
* Drive strategic initiatives to deliver cost efficiencies through optimized workforce management

Create and lead the WFM Center of Excellence (CoE) in Scheduling, Planning, and Real-Time Analytics to embed WFM principles and best practices across Contact Center operations

What you'll be part of - our Deloitte Global Culture:

At Deloitte, we expect results. Incredibletangibleresults. And Deloitte Global professionals play a unique role in delivering those results. We reach across disciplines and borders to serve our global organization. We are the engine of Deloitte. We develop and lead global strategies and provide programs and services that unite our network.

In Deloitte Global, everyone has an opportunity to lead. We see the importance of your perspective and your ability to create value. We want you to fit inwith an inclusive culture, focus on work-life fit and well-being, and a supportive, connected environment; but we also want you to stand outwith opportunities to have a strategic impact, innovate, and take the risks necessary to make your mark.

Deloitte Global supports our talented professionals in answering the question: What impact will you make?

Who you'll work with:

Global CoRe provides seven fundamental services to Deloitte around the world: knowledge services, creative services, contact center, data management assessment services, data protection, procurement, and real estate. We develop new and innovative ways to improve how these services are delivered across the organization, leveraging our global scope and strength to serve our organization within and across borders.

How you'll grow:

Deloitte Global inspires leaders at every level. We believe in investing in you, helping you embrace leadership opportunities at every step of your career, and helping you identify and hone your unique strengths. We encourage you to grow by providing formal and informal development programs, coaching and mentoring, and on-the-job challenges. We want you to ask questions, take chances, and explore the possible.

Benefits you'll receive:

Deloittes Total Rewards program reflects our continued commitment to lead from the front in everything we do thats why we take pride in offering a comprehensive variety of programs and resources to support your health and well-being needs. We provide the benefits, competitive compensation, and recognition to help sustain your efforts in making an impact that matters.

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.

* Bachelor's Degree required (masters degree preferred) and 10+ years of sales/customer service or related experience required, or an equivalent combination of education and experience
* 5+ years of experience leading telesales, customer service, workforce, and/or performance management teams with the ability to attract, mentor, retain and develop talent
* 5+ years using enterprise Service Management technology platforms such as ServiceNow, Salesforce, Remedy or equivalent
* 3+ years experience in Service Desk, Customer Experience or Contact Center cloud-based technologies - Amazon Connect, Genesys PureCloud, Five9, Avaya or equivalent
* Strong contact center industry knowledge gained from roles within complex fast-paced global multi-skilled & multi-site environments
* Strong financial and business acumen. Ability to leverage data to translate operational performance into financial implications and influence future strategies
* Proven leadership abilities as demonstrated by the capacity to influence customers and team members in support of business initiatives, act on operational efficiency and impact customer results
* Strong consulting skills with the ability to translate detailed complex business analyses into concise executive-level recommendations
* Develop recommendations based on solid analytics that address the root cause and explain impacts on business performance. Detail-oriented with a commitment to operational excellence and quality
* Ability to think and execute both strategically and tactically
* Experience with researching and deploying enterprise technology to drive efficiency and automation
* Creates a high performing culture. Sets expectations and holds the team accountable. Motivates builds respect and instills performance-driven ethics
* Leads change. Embraces changes, keeps employees informed, and remains focused on business results. Partner across the enterprise to build synergies and share best practices across the Workforce Management team.
* Self-starting, motivating and innovative. Ability to manage multiple priorities and aggressive timelines. Leverage creative thinking and natural curiosity to operational efficiencies
* Exceptional verbal and written communication skills; proven ability to communicate effectively and influence all levels of staff
* Possesses strong to advanced Excel and PowerPoint skills, knowledge of statistical analysis

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.

Disclaimer: Nothing in this job description/posting shall constitute an offer or promise of employment. If you are not reviewing this job posting on our Careers site (jobs2.deloitte.com) or one of our approved job boards we cannot guarantee the validity of this posting. For a list of our current postings, please visit us at jobs2.deloitte.com

Requisition code: D83264



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