BPO Contact Center Senior Manager

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Job Information
Deloitte
BPO Contact Center Senior Manager
in
Louisville
Kentucky
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
• Manage the operational activities around BPO activities including resource allocation, shared services, subcontractor management, and SLA tracking and delivery
• Superior knowledge of call center tools and technology used to manage KPIs and SLAs
• Interface with a cross-functional team of subject matter experts (SMEs) or business unit leadership to identify process areas that can be optimized through shared services; focus on opportunities that gain efficiencies, improve quality, and/or increase consistency in service delivery
• Coordinate business process details including service transitions, work hand offs between vendors and subcontractors, and end-to-end service levels.
• Develop Best Practices to optimize business process outsourcing approaches across offerings, project teams, and resources.
• Strong communication skills with ability to articulate industry and business concepts to diverse audiences and present to C-Level executive.
• Ability to participate and review project plans, solution designs and other critical artifacts in driving complex, custom developed solution
• Proven capability in building and leading high-functioning teams
• Leveraging of data and metrics to help drive decision making
• Previous experience responding to RFPs, including proposal writing, pricing, orals, and negotiations
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 Customer Strategy and Applied Design offering. 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.
Qualifications
Required:
Bachelor's degree required
10 years of relevant experience within Contact Center Operations, BPO Management, Management Consulting, or other related fields
4 years of Contact Center BPO experience
4 years of experience in a Management position having at least 5 direct reports
Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future
Ability to travel 20-50%, on average, based on the work you do and the clients and industries/sectors you serve.
Preferred:
Previous Government experience
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.

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