Manager (Technology Support) at Deloitte

Deloitte

There is a job vacancy for Manager (Technology Support) at Deloitte.

Role Responsibilities:

  • Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.

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  • Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
  • Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
  • Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
  • Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective actions.
  • Prepares call center performance reports by collecting, analysing, and summarizing data and trends.
  • Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
  • Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
  • Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
  • Involved in development of goals
  • Develop and manage operations from Process and measurement standpoint
  • Share best practices across the process and facilitates process improvements/ cost reduction initiatives
  • Responsible for budget control and management
  • Involved in hiring & termination decisions 
  • Determines staff rating for annual performance review that impacts compensation    
  • Recommends financial rewards and recognition throughout the year to top performers 
  • Develops and approves the monthly incentive plan and other such reward programs
  • Coordinates group activities to build morale 
  • Coordinates with other service lines in finding appropriate roles within the firm for Call center personnel
  • Coordinator with other support groups to ensure Call Center staff have needed services (transport, facilities, security)
  • Overall motivation and morale of the group; Performance Management, coaching and feedback, counselling of supervisors and Associates 
  • Coordinates local call center team’s role in Firm Disaster Recovery that includes all US offices, with periodic emergency drills
  • Develop, review and manage a robust BCP plan in conjunction with the US offices 
  • Showcase Call Center among Regional, Firm Wide forums and International Member Firms (example: Deloitte Australia)
  • Interacts with cross-functional and cross-cultural teams both directly and virtually
  • Represent the Call Center in Internal as well as Client-facing demonstrations, in conjunction with Audit, Tax, or Consulting engagements featuring a call center role
  • Responsible for Service delivery as mentioned in the MOU
  • Ensure high level of customer satisfaction – internal and external.
  • Involved in SLA Management, Rostering, Scheduling
  • Managing operations from Process and measurement standpoint
  • Share best practices across the process and facilitates process improvements/ cost reduction initiatives
  • Optimum resource utilization and workforce planning
  • Ability to perform behavioural interviews
  • Involved in hiring & termination decisions and budget management
  • Determines staff rating for annual performance review that impacts compensation  
  • Recommends financial rewards and recognition throughout the year to top performers 
  • Managing Asst. Managers on performance metrics  
  • Overall motivation and morale of the group; Performance Management, coaching and feedback, counselling of supervisors and Associates 
  • Coordinates local call center team’s role in Firm Disaster Recovery, that includes all US offices, with periodic emergency drills
  • Manage a robust BCP plan in conjunction with the US offices
  • Interacts with cross-functional and cross-cultural teams both directly and virtually
See also  March 2022 Job Opening At Deloitte

Qualifications

  • Possess minimum of Bachelors’ degree (B.Sc./B.Com/BCA) with computer science and electronics background) or non-engineering or any other related field.
  • Minimum of 11 years cognate experience in a related field of work

Check Also:

How To Submit An Application For Manager – Technology Support at Deloitte

To submit an online application, click on this Link

Deadline: 30th November, 2022

 

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