Digital Workforce Manager, 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.

Work you'll do

The Digital Workforce Manager will lead the operational performance, quality management, governance, and continuous improvement of AI-powered and Agentic AI digital agents supporting the Global Contact Center. This role is accountable for ensuring digital agent interactions are accurate, compliant, effective, and aligned to customer experience, risk, and operational performance expectations.

This position serves as the operational owner of digital agent performance, applying the same rigor used to manage human agent quality and effectiveness. The manager will monitor performance, analyze trends, lead defect remediation, support AI governance, and partner across operations, technology, risk, privacy, knowledge management, and platform teams to deliver reliable, measurable outcomes. Additionally, this position will be the Subject Matter Expert to both technology and analytics teams on AI functionality and measurement.

Performance Monitoring & Analytics

• Monitor digital agent performance against established service, quality, automation, and customer experience targets.
• Design and maintain performance reporting for operational, executive, and governance audiences.
• Analyze trends, defects, escalation drivers, automation failures, abandonment patterns, and customer friction points.
• Identify emerging risks and performance issues before they impact service quality or customer experience.
• Lead weekly and monthly performance reviews and translate insights into actionable improvement plans.

Key Metrics Owned

• Own and monitor key digital agent metrics, including containment, contact resolution, CSAT, customer effort, intent match, response accuracy, escalation rate, context transfer success, uptime, error rate, latency, critical errors, knowledge quality, and financial implications.

Quality Assurance & Compliance

• Design and manage quality scorecards, sampling plans, and review processes for digital agent interactions.
• Conduct conversation reviews, categorize defects, and drive remediation with accountable teams.
• Lead calibration activities to ensure consistent evaluation standards across operations and support teams.
• Validate quality performance following prompt, workflow, knowledge, or platform changes.
• Maintain audit-ready evidence and governance documentation aligned to digital channel quality expectations.

Incident Management & Risk Governance

• Establish and execute AI incident response, escalation, and remediation procedures.
• Monitor critical errors, policy violations, hallucinations, routing failures, authentication issues, and other high-risk outcomes.
• Coordinate urgent remediation activities and recommend disabling workflows when quality, compliance, or customer risk thresholds are exceeded.
• Partner with risk, privacy, security, legal, and technology teams to ensure appropriate controls and governance are in place.

Knowledge & Content Governance

• Conduct scheduled audits of prompts, content libraries, retrieval sources, knowledge articles, and conversation flows.
• Validate knowledge freshness, accuracy, and effectiveness across supported digital agent use cases.
• Monitor the impact of knowledge, prompt, and workflow changes on performance and customer experience.
• Partner with knowledge management teams to prioritize content improvements and reduce repeat defects.

Continuous Improvement

• Identify opportunities to improve automation performance, self-service containment, and customer outcomes.
• Recommend tuning, training, workflow, and content improvements based on data-driven insights.
• Evaluate remediation effectiveness and ensure corrective actions produce measurable improvement.
• Maintain a structured improvement roadmap aligned to operational priorities and business outcomes.

Stakeholder Communication

• Communicate performance results, risks, trends, and recommended actions to GCC leadership and executive stakeholders.
• Facilitate governance reviews and decision-making forums with cross-functional partners.
• Support leadership reporting by translating operational performance into clear business impact.

The team

Global CoRe is a shared service within Deloitte Global, providing fundamental services to Deloitte People around the world: Knowledge Services, Creative Services, Contact Center, Procurement and Strategic Insights Center.  We deliver essential capabilities that save time, convey insights, minimize risk, enhance client service delivery, solve problems, and contribute to Deloitte’s success. 

Qualifications

Required

• Experience in contact center operations, quality assurance, customer experience, service management, digital channel management, workforce optimization, or continuous improvement.
• Strong understanding of quality monitoring, performance reporting, governance, and risk management practices.
• Ability to analyze operational data, identify trends, and translate insights into clear recommendations and action plans.
• Experience partnering across operations, technology, knowledge management, risk, privacy, and stakeholder teams.
• Strong written and verbal communication skills, with the ability to present performance insights to leadership audiences.

Preferred

• 5-8+ years of relevant experience in contact center operations, quality assurance, customer experience, service management, digital channel management, workforce optimization, or continuous improvement.
• Experience managing chatbots, virtual agents, conversational AI, IVR platforms, or self-service technologies.
• Experience with Genesys Cloud, ServiceNow, conversational AI platforms, speech analytics platforms, or QA automation tools.
• Familiarity with COPC standards, AI governance practices, knowledge auditing, and digital channel quality frameworks.
• Experience designing executive-level reporting, operational scorecards, or governance materials.

Limited immigration sponsorship may be available.

Our culture

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.

Professional development

From entry-level employees to senior leaders, we believe in investing in you, helping you identify and hone your unique strengths at every step of your career. We offer opportunities to build new skills, take on leadership opportunities, and connect and grow through mentorship. From on-the-job learning experiences to formal development programs, our professionals have a variety of opportunities to continue to grow throughout their career.

Benefits

At Deloitte, we value our people and offer employees a broad range of benefits. Our 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.

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