Site Operations Director

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. Site Operations Director Job Description: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!Job Description: The Site Operations Director plans, manages and controls the activities both short and long term for the Benefits Service Center in Cary, North Carolina. In this capacity, the Site Operations Director will directly manage senior level managers with a dotted line to Strategic Business Unit partners and clients serviced out of the facility. The Director participates with other senior managers to establish strategic plans and objectives. The Director also makes final decisions on administrative or operational matters and ensures operations’ effective achievement of objectives for each client team and ACS collectively. Individuals in this role can expect a portion of travel not exceeding 35% to support client relationship efforts as well as client prospects. PRIMARY DUTIES AND RESPONSIBILITIES ? Manages the local facility including team of senior managers, training manager, quality manager, and implementation leads ? Partners effectively with peer group in other ACS Service Center locations ? Establishes operational objectives and work plans, and delegates assignments to subordinate managers as appropriate ? Builds strong relationships with Strategic Business Units regarding customer service performance ? Develops systems and services that support ACS and business unit needs; provides formal leadership and focus in Customer Service and Call Center ? Responsible for achieving measureable results on time and on budget ? Develop and subsequently implement new projects, policies, and procedures for the business unit(s) to meet specific goals ? Formulates, implements, and enforces standardized operating procedures across managers and client teams ? Ensures that business practices are performed in accordance with ACS policy, procedure and applicable federal, state, and local laws and legislation ? Strong written and verbal skills required for presentation skills and relationship building ? Ensures the professional work environment of the Cary facility both in aesthetics and personnel ? Drives appropriate change within the facility and align messaging to overall strategy within HCMS and Customer Service ? Strong focus on performance management discipline, auditing techniques, and proven ability to hold others accountable ? Preparation and presentation of CS related materials to client prospects regarding Cary site Related experience requirements: ? Minimum of 10 years call center experience, preferably in the outsourcing industry ? Strong technical skills relative to call center technology and tools ? Proven ability to manage diverse teams and implement complex, broad initiatives successfully ? Benefits and/or HR experience preferred 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.Job Experience:10 years of call center experienceMinimum Education Required: BachelorYears of Experience Required: More than 5 yearsExpected Travel Time: None