Affiliated Computer Services, Inc. (ACS) is expertise in action. We are a FORTUNE 500 company with 74,000 employees worldwide supporting client operations reaching more than 100 countries. We provide business process outsourcing and information technology solutions to world-class commercial and government clients. Our employees operate with integrity, and are flexible, reliable and responsive.
If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.
This position entails strong leadership and team coaching and quality monitoring.
The ability to multi-task, and the ability to work flexible hours and days (days and evenings as well as weekend work.)
You will coach a team of 12 inbound call center agents and handle escalated calls as needed.
Proficient in MS office suite, especially excel for reporting purposes)
Experience with IEX and Avaya systems is a plus.
Must have at least 1 year supervisory experience and must have a minimum of 6 mo's to 1 year call center experience, preferably in a leadership role.
Wireless call center experience is a plus.
Directs and/or manages all activities associated with Call Center operations, including developing and implementing policies and procedures on systems.
Establishes and implements performance and service standards.
Develops and implements process and/or operational improvements to enhance efficiency and effectiveness of operations.
Ensures productivity meets or exceeds service and quality standards.
Develops departmental budget and controls costs.
All other duties as assigned.
ACS is an Equal Opportunity Employer and does not Discriminate against any applicant on the basis of race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance. People with disabilities who need a reasonable accommodation to apply or compete for employment with ACS may request such accommodations by calling 866-419-2226 or by sending an e-mail to accommodations@acs-inc.com.
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