Director, Global Contact Centre Operations Lead, Americas and EMEA, Global, Enabling Functions

Deloitte
  • Location
    London, United Kingdom
  • Sector
    Commercial
  • Experience
    Mid Career / Advanced
  • Posted
    Jun 14

Position 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.

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.

We encourage consideration of flexible ways of working, both formal and informal arrangements that allow for the best outcomes for our people and our clients. If this opportunity is of interest to you with some flexibility, please do discuss with us.

Your role
Be a part of a Global Contact Center Operations Lead 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 APAC 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
  • Experience managing the efforts of 400+ employees in an environment committed to Service Excellence

Your work, your choice
At Deloitte we believe the best impact is the value we add, not the hours we sit at our desk. We carefully consider agile ways of working, both formal and informal, that allow for the best impact for our people and our clients. Please speak to your recruiter about the working pattern that works best for you.

Location: London based role

Work pattern: This is a permanent contract opportunity. The role can be worked on a full-time basis.

Your professional experience
Essential:

  • Proven 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/equivalent in Business, International Relations, or other related fields
  • Proficiency in Telephony VOIP Platforms, Workforce Management Functions
  • Up to 25% travel required

Desirable:

  • Master’s degree in Business Management or International Business
  • Experience in Six Sigma and Agile Methodologies
  • Experience with Tableau and Business Analytics Tool

Your service line: Deloitte Global
Across disciplines and across borders, Deloitte Global supports our network of member firms by developing and driving global strategy, programs, and platforms, and creating new solutions and transformational experiences. Deloitte Global professionals makes an impact that matters to the world of Deloitte. We share a passion for igniting change and a strong service orientation that shapes our organization and those it supports.

Personal independence
Regulation and controls are standard practice in our industry and Deloitte is no exception. These controls provide important legal protection for both you and the firm. We are subject to a number of audit regulations, one of which requires that certain colleagues abide by specific personal independence constraints. This can mean that you and your "Immediate Family Members" are not permitted to hold certain financial interests (shares, funds, bonds etc.) with audit clients of the firm. The recruitment team will provide further detail as you progress through the recruitment process.

About Deloitte

Our Purpose & Strategy
To make an impact that matters for our clients, our people and society - defines who we are and what we stand for. Our purpose provides the foundation for our strategy and our aspiration to be the undisputed leader in professional services: this is not about size, it's about being the first choice. The first choice for the largest and most influential clients, and the first choice for the best talent. 

 

Application instructions

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