Digital Workforce Manager, Deloitte Global Contact Center

Job Type: Permanent
Work Model: Remote
Reference code: 134949
Primary Location: Toronto, ON
All Available Locations: Toronto, ON; Ottawa, ON

Our Purpose

At Deloitte, our Purpose is to make an impact that matters. We exist to inspire and help our people, organizations, communities, and countries to thrive by building a better future. Our work underpins a prosperous society where people can find meaning and opportunity. It builds consumer and business confidence, empowers organizations to find imaginative ways of deploying capital, enables fair, trusted, and functioning social and economic institutions, and allows our friends, families, and communities to enjoy the quality of life that comes with a sustainable future. And as the largest 100% Canadian-owned and operated professional services firm in our country, we are proud to work alongside our clients to make a positive impact for all Canadians.

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

• Have many careers in one Firm.
• Enjoy flexible, proactive, and practical benefits that foster a culture of well-being and connectedness.
• Learn from deep subject matter experts through mentoring and on the job coaching

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.

What will your typical day look like?

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.

About 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.

Enough about us, let’s talk about you

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.

Total Rewards

The salary range for this position is $85,000 - $156,000, 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. On top of our regular paid vacation days, some examples include: $4,000 per year for mental health support benefits, a $1,300 flexible benefit spending account, firm-wide closures known as "Deloitte Days", dedicated days of for learning (known as Development and Innovation 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 our AccessAbility Action Plan, Reconciliation Action Plan and the BlackNorth Initiative.

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).

When you apply, we will review your application using Deloitte's Global Talent Standards to ensure a consistent recruitment experience. Our recruitment advisors and hiring teams will utilize human screening combined with AI technology to help identify the skills and qualities that matter most to our business, while safeguarding your privacy and using AI responsibly.

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.