Customer Care Supervisor – Cary

Affiliated Computer Services, Inc., ACS, is a global FORTUNE 500 company with more than 55,000 plus people working together to support client operations in nearly 100 countries. By providing business process outsourcing, human resources outsourcing and information technology solutions to world-class commercial and government clients, ACS offers its associates vast opportunities to succeed. Recognized worldwide for generating possibilities and creating solutions, ACS welcomes you to become part of our growing team. Join our mission and vision for the future. Thank you for your interest!

Manage a team composed of call center representative and technical analysts who provide call center services for a client or clients. Responsible for resource planning, performance management, hiring, and general day-to-day operation of the team. Interfaces with the client as necessary. Works with SBU team(s) to introduce new processes and procedures to the call center team. Works with other Call Center Customer Care Supervisors, Call Center Senior Manager and Call Center General Manager to achieve consistent operational objectives.

Manage daily resource planning to meet or exceed service level objectives – includes ensuring proper phone and floor support coverage at all times
Provide timely and effective feedback to staff to support career development and performance
Ensure all Contact Us issues are responded to within 24 hours of receipt
Partner with Quality Assurance Analyst and Learning and Development Team to ensure the team quality goals (90%) are met monthly
Responsible for managing ACS Call Center policies and procedures and taking appropriate actions if staff fails to adhere to policies
Update Workforce Management timely with any staff or schedule changes
Take escalated calls as needed, applying call strategy to resolve the escalation
Expected to take all assigned calls, internal and external as required unless previously excused
Must meet all project deadlines and deliverables
Support hiring/staffing for the call center teams – includes interviewing and candidate selection
Identify, initiate, facilitate and implement continuous process improvements
Demonstrate a working knowledge of your client teams benefits
Timely response to participant call-backs

ACS is an Equal Employment Opportunity/Affirmative Action Employer and does not discriminate against any applicant on the basis of race, color, religion, national origin, age, gender, marital status, disability, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance.

Apply Here