Director Operations, Global Contact Center

Deloitte Global is the engine of the Deloitte network. Our professionals reach across disciplines and borders to develop and lead global initiatives. We deliver strategic programs and services that unite our organization.

The Global Contact Center Operations Director will support the Global Contact Center Managing Director in the

execution of organizational strategy with a particular emphasis on service delivery. Be a part of a transformational serve

as a change agent for Global Contact Center transformation and support the Contact Centre leadership in achieving

defined business goals.



The leader will drive operational execution of our Contact Center vision, which includes:

Deliver service excellence for all channels (voice, chat, email, SMS, self-service, and AI) while flexing operational

resources to meet regional and global volume demands

Lead and support a high performing, diverse and agile organization helping each member achieve their potential

Ability to communicate effectively at all level of the organization and across multiple geographies

Promote a customer centric focus, innovation, and passion to serve

Respond to voice of customer and voice of the people insights and analytics to enable impactful changes to

increase client satisfaction and service delivery model

Focus on delivering against service level expectations, with a laser focus on KPIs, monitoring and maintaining

operational performance as the primary goal for both internal operations and outsources operations

Experience managing the efforts of 400+ employees in an environment committed to Service Excellence

Required:

15+ years progressive experience leading a contact center operation providing customer service and/or technical

service desk support

Experience managing geographically and virtually based teams

Experience delivering demonstrable results improving the quality and efficacy of contact center operations

Experience of contact center operations within an internal shared services organization

Bachelor’s degree in Business, International Relations, or other related fields

Proficiency in Telephony VOIP Platforms, Workforce Management Functions

Up to 25% travel required



Preferred:

Master’s degree in Business Management or International Business

Experience in Six Sigma and Agile Methodologies

Experience with Tableau and Business Analytics Tool

At Deloitte Global people are valued and respected for who they are – with opportunities to bring their unique perspectives, talents and passions to business challenges. Our global workspace creates room for individuality and collaboration. Ours is an inclusive, supportive, connected culture with a focus on development, flexibility, and well-being. This culture makes Deloitte Global one of the most rewarding places to work, and to transform your career.