Contact Center Transformation Leader

Deloitte France; Cleveland (OH); On-site; USD 144,000 - 241,000; Full time

Job summary

Deloitte is seeking a Manager in its Contact Center Operations and Transformation practice to help Power, Utilities & Renewables clients transform customer service. You will lead engagements, shape operating models, and leverage AI and analytics to improve efficiency and customer experiences.

You will collaborate with Deloitte's cross-functional teams, drive high-quality delivery, and mentor junior staff while supporting the broader client-focused culture.

Qualifications

• 8+ years of relevant experience in contact center operations or transformation, including leadership roles.
• 4+ years of leading multiple project teams and workstreams.
• 2+ years of experience serving Power, Utilities & Renewables clients with customer operations insight.
• Willingness to travel up to 50%.
• Bachelor's degree in Computer Science, Engineering, or equivalent experience.
• Limited immigration sponsorship may be available.

Responsibilities

• Lead contact center operations and transformation engagements for Power, Utilities & Renewables clients.
• Assess current-state customer service operations, including structure, demand, channels, and cost.
• Design future-state operating models for efficiency, scalability, and quality.
• Develop transformation strategies leveraging digital self-service, automation, Generative AI, and AI-enabled tooling.
• Advise clients on AI, analytics, and data to improve performance and decision-making.
• Support design and implementation of CCaaS, CRM, workforce management, quality management, and analytics.
• Lead digital service transformation across contact center and online channels.
• Manage multiple teams and ensure high-quality delivery and client impact.
• Build trusted client relationships across Deloitte's cross-functional teams.
• Coach junior team members and contribute to team development.

Skills

Independent work

Team collaboration

Communication

Attention to detail

Project leadership

Multitasking

Interpersonal skills

Deadline adherence

Guidance to others

Education

Bachelor's degree in CS/Engineering

Tools

Salesforce

Genesys

Five9

NICE

AWS

Job description

Deloitte is seeking a Manager in its Contact Center Operations and Transformation practice to help Power, Utilities & Renewables clients transform customer service. You will lead engagements, shape operating models, and leverage AI and analytics to improve efficiency and customer experiences.

You will collaborate with Deloitte's cross-functional teams, drive high-quality delivery, and mentor junior staff while supporting the broader client-focused culture.