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Workforce Management Director, Global Contact Center

Company: Deloitte
Location: Nashville
Posted on: May 16, 2022

Job Description:

Do you thrive on developing creative and innovative insights to solve complex challenges? Want to work on next-generation, cutting-edge products and services that deliver outstanding value and that are global in vision and scope? Work with other experts in your field? Work for a world-class organization that provides an exceptional career experience with an inclusive and collaborative culture?Want to make an impact that matters? Consider Deloitte Global.Work you'll do:This Director level role can be remotely based in one of the geographies it's posted to.

  • Lead workforce planning of 2,000 employees globally in 10+ locations: ensure highly accurate demand forecasts, define staffing schedules based on capacity plans and actively distribute/redistribute resources to match demand in real-time
  • Manage a geo dispersed team of -15 workforce planning professionals
  • Create and design operational processes and controls to ensure the attainment of Service level
  • Serve as the leading authority of Workforce for the Global Contact Center
  • Develop models to forecast demand across all lines of business, engagement channels, locations and member firms.
  • Design a work model to accommodate flex staffing to support temporary surges in volume
  • Manage teams responsible for analyzing historical customer calling patterns for purposes of creating accurate forecasts to set accurate Key Performance Indicators for the Global Contact Center.
  • Partner with Operation Leaders and Senior Management to create goals for Key Performance Indicators such as Shrinkage, First Call Resolution, Average Handling Time, and Service Level Objectives.
  • Oversee the transformation of Workforce Management Software to a cloud-based Workforce System.What you'll be part of - our Deloitte Global Culture:At Deloitte, we expect results. Incredible-tangible-results. And Deloitte Global professionals play a unique role in delivering those results. We reach across disciplines and borders to serve our global organization. We are the engine of Deloitte. We develop and implement global strategies and provide programs and services that unite our network.In Deloitte Global, everyone has opportunities. We see the importance of your perspective and your ability to create value. We want you to fit in-with an inclusive culture, focus on work-life fit and well-being, and a supportive, connected environment; but we also want you to stand out-with opportunities to have a strategic impact, innovate, and take the risks necessary to make your mark. Global CoRe provides seven fundamental services to Deloitte around the world: knowledge services, creative services, contact center, data management assessment services, data protection, procurement, and real estate. We develop new and innovative ways to improve how these services are delivered across the organization, leveraging our global scope and strength to serve our organization within and across borders. Required:
    • Extensive experience leading workforce management in a call center
    • Experienced in Lean Six Sigma or comparable process improvement discipline
    • Experience managing Workforce globally and virtually
    • Extensive experience forecasting in an Omni Channel Environment across multiple geographies
    • Expertise in Genesys Workforce Management Software or other global workforce management systems
    • Experience utilizing Artificial Intelligence tools in an omni channel contact centerPreferred:
      • MBA preferred
      • Experience developing and transforming Workforce Management Teams
      • Proficient with Excel and making complex spreadsheetsHow you'll grow:Deloitte Global inspires leaders at every level. We believe in investing in you, helping you embrace leadership opportunities at every step of your career, and helping you identify and hone your unique strengths. We encourage you to grow by providing formal and informal development programs, coaching and mentoring, and on-the-job challenges. We want you to ask questions, take chances, and explore the possible.Benefits you'll receive:Deloitte's Total Rewards program reflects our continued commitment to lead from the front in everything we do-that's why we take pride in offering a comprehensive variety of programs and resources to support your health and well-being needs. We provide the benefits, competitive compensation, and recognition to help sustain your efforts in making an impact that matters.Corporate citizenship:Deloitte is led by a purpose: to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our people, and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities. #LI-Hybrid Hybrid work, remote may be an option

Keywords: Deloitte, Nashville , Workforce Management Director, Global Contact Center, Executive , Nashville, Tennessee

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