Our Ability Jobs

Manager, Service Excellence - Future of Service (Digital Channels & Contact Centres)

Date: Dec 10, 2024

Location: Toronto, Ontario, Canada

Company: Deloitte

Job Type: Permanent

Work Model: Hybrid

Reference code: 127808

Primary Location: Toronto, ON

All Available Locations: Toronto, ON

Our Purpose

At Deloitte, we are driven to inspire and help our people, organization, communities, and country to thrive. Our Purpose is to build a better future by accelerating and expanding access to knowledge. Purpose defines who we are and gives us reason to exist as an organization.

By living our Purpose, we will make an impact that matters.

• Learn from deep subject matter experts through mentoring and on the job coaching

• Be encouraged to deepen your technical skills…whatever those may be.

• Have many careers in one Firm.

What will your typical day look like?

We are seeking a Manager for our Technology & Transformation (T&T) practice, who will focus primarily on theFuture of Service (Contact Centre) offering with our national practice. As a Manager, you will deliver consultingmandates, by following proven practices and by ensuring the complete satisfaction of our customers. You will alsosupport consulting sales activities, including the writing of service proposals. Finally, you will monitor and suggestnew training to ensure your own development and that of the members of the team. You will play a key role in thecoaching of our consulting team.

About the team

In good company. With the T&T team, you will be exposed to leading-edge technology in an environment focusedon innovation and entrepreneurship. We are constantly looking for bright employees who are passionate abouttechnology and seek to maximize the value we deliver to our clients. As a team member of T&T, you will be joininga team of passionate professionals from various backgrounds, who share a common interest in technology and

customer service. If you are always yearning to learn more and rise to new heights in a fast-paced environmentthat is continuously evolving, this is the place or you.

Enough about us, let’s talk about you

As a Manager, you are someone with:

• 8 years or more of relevant experience in advisory and/or implementation experience (previous projectmanagement and/or consulting experience is a requirement).

• Bachelor's degree in computer science or business, preferably a graduate degree, and you are well- versed inboth technology and business operations (digital channels and contact centres). .

• Experience working with, or for, service delivery or contact centres which has provided you with a strongfoundational knowledge of how contact centre operations work and key capabilities such as channel interactionrouting, workforce management, quality management and business application architectures.

• Experience working with, or deploying, modern cloud-based contact centre technologies (i.e. CCaaS, AI/GenAI)and their applications to contact centre capabilities to improve both the customer/client and employeeexperience (previous experience with leading vendors such as Genesys, Five9, NICE, Google, or AWS isstrongly recommended).

• Who wants to use your depth of knowledge to help your clients, but also demonstrate a strong ability to adaptand learn new capabilities.

• Experience with remote working models and able to travel for work nationally (as required)

• Strong communication, synthesis and analysis skills with experience presenting to senior leadership audiences.

• Experience applying project management processes (e.g., quality management, risk and issue management,resource management, vendor management) and documentation (e.g., statement of work (SOW), changerequest, integrated project plan, RAID log, status reports, steering committee reports).

• Understand and can apply project delivery methodologies such was waterfall, agile and hybrid (e.g.,combination of agile and waterfall practices).

• Knowledge of sales and business development practices and activities (e.g., responding to RFP/RFI, presentingproposals, creating sales material for client presentation).

Total Rewards

The salary range for this position is $84,000 - $175,000, and individuals may be eligible to participate in our bonus program. Deloitte is fair and competitive when it comes to the salaries of our people. We regularly benchmark across a variety of positions, industries, sectors, targets, and levels. Our approach is grounded on recognizing people's unique strengths and contributions and rewarding the value that they deliver.

Our Total Rewards Package extends well beyond traditional compensation and benefit programs and is designed to recognize employee contributions, encourage personal wellness, and support firm growth. Along with a competitive base salary and variable pay opportunities, we offer a wide array of initiatives that differentiate us as a people-first organization. Some representative examples include: $4,000 per year for mental health support benefits, a $1,300 flexible benefit spending account, 38+ days off (including 10 firm-wide closures known as "Deloitte Days"), flexible work arrangements and a hybrid work structure.

Our promise to our people: Deloitte is where potential comes to life.

Be yourself, and more.

We are a group of talented people who want to learn, gain experience, and develop skills. Wherever you are in your career, we want you to advance.

You shape how we make impact.

Diverse perspectives and life experiences make us better. Whoever you are and wherever you’re from, we want you to feel like you belong here. We provide flexible working options to support you and how you can contribute.

Be the leader you want to be

Some guide teams, some change culture, some build essential expertise. We offer opportunities and experiences that support your continuing growth as a leader.

Have as many careers as you want.

We are uniquely able to offer you new challenges and roles – and prepare you for them. We bring together people with unique experiences and talents, and we are the place to develop a lasting network of friends, peers, and mentors.

The next step is yours

At Deloitte, we are all about doing business inclusively – that starts with having diverse colleagues of all abilities. Deloitte encourages applications from all qualified candidates who represent the full diversity of communities across Canada. This includes, but is not limited to, people with disabilities, candidates from Indigenous communities, and candidates from the Black community in support of living our values, creating a culture of Diversity Equity and Inclusion and our commitment to ourAccessAbility Action Plan (https://www2.deloitte.com/ca/en/pages/public-sector/articles/accessability-action-plan.html) , Reconciliation Action Plan (https://www2.deloitte.com/content/dam/Deloitte/ca/Documents/public-sector/ca-rap-report-aoda-en.pdf) and the BlackNorth Initiative (https://www2.deloitte.com/ca/en/pages/about-deloitte/articles/black-in-canada-acknowledging-our-past.html) .

We encourage you to connect with us at accessiblecareers@deloitte.ca if you require an accommodation for the recruitment process (including alternate formats of materials, accessible meeting rooms or other accommodations) or indigenouscareers@deloitte.ca for any questions relating to careers for Indigenous peoples at Deloitte (First Nations, Inuit, Métis).

By applying to this job you will be assessed against the Deloitte Global Talent Standards. We’ve designed these standards to provide our clients with a consistent and exceptional Deloitte experience globally.

Deloitte Canada has 20 offices with representation across most of the country. We acknowledge that Deloitte offices stand on traditional, treaty, and unceded territories in what is now known as Canada. We recognize that Indigenous Peoples have been the caretakers of this land since time immemorial, nurturing its resources and preserving its natural beauty. We acknowledge this land is still home to many First Nations, Inuit, and Métis Peoples, who continue to maintain their deep connection to the land and its sacred teachings. We humbly acknowledge that we are all Treaty people, and we commit to fostering a relationship of respect, collaboration, and stewardship with Indigenous communities in our shared goal of reconciliation and environmental sustainability.