Provider Customer Care Supervisor

We motivate. We empower. We lead. We follow. We laugh. We succeed. ACS offers innovative and effective outsourcing solutions for clients around the world. We deliver higher quality, increased productivity, and lower costs. Can we do that for you? Sure we can. For business process outsourcing (BPO) and information technology outsourcing (ITO), ACS is not a product, we're services. We're people making technology work. We'd be glad to demonstrate the ACS advantage. Let us tell you about our world-class people, our company, and the "can-do" attitude that motivates us to deliver nothing less than the very best. Provider Customer Care Supervisor Job Description:We're here to help.In 1988, ACS founder and Chairman of the Board Darwin Deason recruited a group of extraordinary information technology professionals and instilled a passion and energy we call hustle. We believe the impossible is possible, and that giving up is not an option.We're Affiliated Computer Services, Inc. (NYSE: ACS), a premier provider of diversified business process outsourcing (BPO) and information technology outsourcing (ITO) solutions to commercial and government clients worldwide. Based in Dallas, ACS is a FORTUNE 500 company of 62,000 people supporting client operations reaching more than 100 countries.It would be hard for you to go through a day without encountering the products or services of our many clients in communications, education, energy, financial services, government, healthcare, insurance, manufacturing, retail, travel, and transportation. Description: First level exempt supervisory position requiring comprehensive working knowledge of call center concepts, practices, and procedures. Serves as a primary contact for problem resolution and information gathering regarding customer complaints and work assignments. Works under general supervision and has functional responsibility for one or more specific areas, projects, or division. May work at client site(s). Typically reports to senior management. REPRESENTATIVE PRINCIPAL DUTIES AND RESPONSIBILITIES: Supervises the daily operations of call center activities performing customer-oriented telephone activities and various background operations duties. Determines work schedules to ensure adequate coverage for customer inquiries. Actively participates in hiring, developing, and reviewing employees and their performance. Develops and monitors work guidance and performance measures to meet goals for delivery of service. Monitors quality of service and responses provided through observation and monitoring of calls. Assists and advises staff members in resolving problems and issues that arise with internal and external customers. Reports to senior management on team accomplishments, achievements and productivity. Makes recommendations to management to improve efficiency/effectiveness. Other duties as assigned Education and Typical Years of Experience: Beyond High School or equivalent experience and/or training. 3+ year’s experience in a large scale, complex, multi-function call center environment. 1+ years experience in a task lead or supervisory role. Specific Requirements: Attend meetings as needed in order to identify program impacts and assist in the development of communication to staff. Assist training team with development and training for new and existing employees. Ability to work any hours between 7:00am and 7:00pm. This position will cover the 10:00am to 7:00pm hours of operation. Assumes responsibility for Call Center operations, ensures compliance with contract requirements Adhere to ACS and departmental policies and procedures Participate in the development of strategic long and/or short-range staffing plans with Contact Center management 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@acs-.Job Experience:See Above.Expected Travel Time: None