Power & Utilities Contact Center Transformation Leader
Deloitte France
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Job summary
Deloitte is seeking a Manager in the Contact Center Operations and Transformation space within the Power, Utilities & Renewables segment. You will guide client engagements to transform contact center and customer service operations, driving efficiency, improved experiences, and scalable, data-driven service delivery.
You will work at the intersection of business transformation, technology, and AI, advising on operating model redesign, digital channels, and workforce optimization while
Qualifications
- 8+ years of relevant experience in contact center operations, customer service transformation, or management consulting/advisory.
- 4+ years of experience leading multiple project teams and workstreams with delivery responsibility.
- 2+ years of experience serving Power, Utilities & Renewables clients, with understanding of customer operations.
Responsibilities
- Lead contact center operations and transformation engagements for Power, Utilities & Renewables clients.
- Assess current-state customer service operations and design future-state operating models.
- Develop transformation strategies leveraging digital self-service, automation, Generative AI, and AI-enabled tools.
- Support design and implementation of CCaaS, CRM, and analytics platforms.
- Build trusted client relationships and guide senior executives across Deloitte teams.
Skills
Education
Tools
Job description
Deloitte is seeking a Manager in the Contact Center Operations and Transformation space within the Power, Utilities & Renewables segment. You will guide client engagements to transform contact center and customer service operations, driving efficiency, improved experiences, and scalable, data-driven service delivery.
You will work at the intersection of business transformation, technology, and AI, advising on operating model redesign, digital channels, and workforce optimization while
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