Description
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.
Oversees and manages the operations of a business unit(s) with overall responsibility for the account (i.e. service delivery, sales, operations, IT, HR, facilities).
The successful candidate will have extensive experience in a large and complex 3rd party outsourcing call center environment. Thorough understanding of call center management, technology, best practices, and operations are requirements for this position.
Firefighter for sights – will go on site and help Call Center Managers sort out issues.
Experience managing multiple lines of business.
The successful candidate must be EXTREMELY detailed oriented.
The SBU Manager should expect to travel extensively filling in for other Managers on other assignments or to head up start up programs.
Thorough understanding of inbound, outbound, billing and retention within call centers. Must understand how to bill per call, per hour, per minute, per transaction and experience must include 3rd party outsourcing as a vendor and not as the client.
Manages the client relationship ensuring customer satisfaction.
Has profit and loss responsibility and overall control of planning, staffing, budgeting, managing expense priorities, and recommending and implementing changes to methods for the business unit.
Provides budget analysis, labor planning, problem resolution and coordination of activities between client and company personnel.
Typically utilizes management skills more than technical skills.
These management positions require strong technical, communication and management skills and extensive experience in managing the operations of a business.
SBU Managers II & III generally manage multiple business units or large client accounts.
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 .
