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

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.