We apologize for the inconvenience but the job you are looking for has been filled or it has been removed by the recruiter. For your reference, the original listing is shown at the bottom of this page.
Listed below are the top 10 out of 184 listings that are in the same industry and location as the job you were looking for. To see more than 10 listings, click here to search similar jobs in Little Falls, NJ
DISH Network is an innovative industry leader distinguished by its pioneering spirit. Since our establishment in 1980, we've been the ideal workplace for people ...
Overview: This individual will support existing SharePoint applications, designs, codes, troubleshoots, and support new applications. Additionally, the SharePoint ...
DISH Network is an innovative industry leader distinguished by its pioneering spirit. Ever since our establishment in 1980, we've been the ideal workplace for ...
Overview: As a Cosmetics Training Manager, you will lead the management and development of a team of beauty advisors. Your superior selling skills and customer ...
Overview: As a Cosmetics Business Manager, you will lead the management and development of a team of beauty advisors and makeup artists. Your superior selling ...
Overview: As an Assistant Store Manager, you will drive sales and selling with a focus on My Macy's. You will direct all activities related to selling & service, ...
Macy's is looking for top talent candidates for Assistant Store Manager opportunities available today or in the future. As an Assistant Store Manager, you will ...
Overview: As a Wedding & Gift Registry Manager and District Mentor you will support My Macy's and supervise all daily activities in the Wedding and Gift Registry ...
Overview: We are currently seeking dynamic, selfmotivated individuals who have a passion for cosmetics to lead a team in one of Macy's most vibrant and exciting ...
Overview: We are currently seeking dynamic, selfmotivated individuals who have a passion for cosmetics to lead a team in one of Macy's most vibrant and exciting ...
For your reference, we have included the original job posting below.
Call Center Team Manager Job
Job Number:
25789598
Company Name:
Affiliated Computer Services
Job Location:
Little Falls, NJ US
Job Category:
Customer Service
Call Center Team Manager Job
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.
ACS Team Manager Job Description
The Customer Service Team Manager (TM) is responsible for the front line customer service delivery. TMs may have single or multiple accounts based on client team size, services and complexity. In this role, the TM acts as a role model for ACS; a Xerox company and customer service best in class delivery. The majority of the TM's day is spent directly interacting with those that they manage. Typically, the TM is a people manager for approximately 20-25 Retirement Case Administrators, Beneficiary Support Specialist, and/or Call Center Specialists. They are responsible for the day to day management of these individuals as well as the quality of delivery on inbound and outbound calls for their respective client(s). Additional core responsibilities include:
The TM is acutely in tune with daily, weekly, and monthly performance levels. As such, the TM leverages business intelligence to make sound delivery decisions, and actively contributes to trending and root cause analysis efforts
The TM partners effectively with the Training group and proactively outlines team and individual needs based on performance observations and trending
Development of the agents/specialists through daily interactions, coaching and performance evaluations
Executes side by side performance observations on a regular basis for all direct reports as to the quality of their customer interactions
Partners with the Quality Auditor to deliver feedback on the quality of customer interactions each month
Build subject matter expert level knowledge for each client's plan design and execution, including the ability to directly interact with customers on routine and complex matters
Ability to take escalated calls and effectively diffuse frustrating customer situations
Identifies process improvement areas to desktop tools and client provisions/processes and shares such with the CS COE group
Actively manages all aspects of individual performance including:
Schedule adherence
Quality of interactions
Individual statistics
Customer satisfaction
Issue escalation avoidance
Case management responsiveness and issue ownership
Actively manages all aspects of customer service delivery for client teams including:
All contracted service level requirements as related to customer service delivery
First call resolution
Call answer timeliness
Customer satisfaction
Team attrition
Approximately 70-80% of each day is spent on the floor interacting with direct reports observing performance, providing coaching and feedback and active delivery management
Qualifications:
Minimum of 3-5 years Call Center Management experience, preferably in an Outsourcing environment
Superior knowledge of customer service principles
Deep problem solving skills
Formal leadership skills
Proficiency in coaching and developing others
Proficient personal computer skills including PC applications, Windows operating system, electronic mail, record keeping, routine database activity, word processing, spreadsheet, etc.
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 or by sending an e-mail to accommodations@.
