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PU&R Contact Center Operations and Transformation Manager
Full-time
As a Manager in Deloitte Consulting's Customer offering, you will help Power, Utilities & Renewables clients transform contact center and customer service operations to drive efficiency, improve experiences, and enable scalable, data-driven service delivery. You will work at the intersection of business transformation, operations, technology, and AI.
Key Responsibilities
Lead contact center operations and transformation engagements for Power, Utilities & Renewables clients.
Assess current-state customer service operations across structure, channel strategy, workforce management, service levels, technology, and performance metrics.
Design future-state operating models that improve efficiency, scalability, service quality, and satisfaction.
Develop transformation strategies leveraging digital self-service, automation, Generative AI, conversational AI, agent assist, intelligent routing, and knowledge management.
Support design and implementation of CCaaS, CRM, workforce management, quality management, and AI-enabled service platforms.
Manage multiple teams and workstreams, build trusted client relationships, and coach junior team members.
Qualifications
8+ years in contact center operations, customer service transformation, or management consulting/advisory.
4+ years leading multiple project teams and workstreams.
2+ years serving Power, Utilities & Renewables clients.
Bachelor's degree in Computer Science, Engineering, or equivalent experience.
