Call Center IT Business Process Auditor

Description:

 

The Center of Customer Care Excellence, Principal plays one of the most important roles at ACS. A Principal (SME) has responsibility of ensuring, through our assessment process, that our SBU General Managers (and others) are applying best practices, identifying and closing gaps and generally making the most out of the business unit they are in charge of.

As a Principal (SME) you must have an extensive understanding of how Call Center businesses run and the ability to make all functions work in harmony for the growth and prosperity of the company. This includes knowing how to drive profitability, compete with other companies, manage resources, applying IT and technical hardware requirements, account for their revenues and expenses, control costs, retain customers, retain good employees and create new markets.

REPRESENTATIVE PRINCIPAL DUTIES AND RESPONSIBILITIES*



Participate in the development, implementation, and ongoing review of policies and procedures in our Customer Care business units.

Participate in formal on-site assessments of business unit operations.

Document the business unit assessment process.

Identify, document and disseminate business unit best practices.

Participate in deployment to business units as part of a SWAT team

Particapate in the RFP / RFQ process

Assist with the due diligence process

Participate in the business unit activities of any assigned Customer Care business unit as assigned by the Director of C3E

Other various developmental assignments

70% to 80% Travel is required

Provides functional and specific technical expertise to formulate advanced project scope and objectives; develops and modifies procedures to address information system issues/problems.

Performs comprehensive analyses of existing solutions to incorporate requested enhancements.

Performs reviews/analyses of requested changes for equipment, technology and/or other factors/trends, which may impact existing solution consistent with solution modifications.

Consults with hardware, communications, database experts and /or vendors to ensure system viability.

Performs advanced system design functions, including interpretive analyses, chart preparation and associated diagrams/enhancement plans.

Ensure applicable documentation is updated according to client/ACS standards; may assist in user training.

Participates in marketing presentations where solution requires functional/technical input; assists in research efforts and/or provide input to proposals.

Stays abreast of developments in field of expertise to ensure knowledge base remains current.

Routinely provides guidance to and assists in the training of less experienced staff.

 

Education and Typical Years of Experience:

 

Bachelor?s degree in related field or equivalent work experience. Additional training or certification in project subject area may also be required.

7-10 years experience in technical project support and/or system design. This includes a strong knowledge of system design, modification, testing and research/analysis methodologies.

Comprehensive PC literacy.

Detail orientation and strong organizational skills.

A 4 Year degree is required for this position

 

Specific Requirements:

 

Minimum of 5-years of relevant experience as a Call Center IT Site Manager/Director or Senior Level Executive in a call center environment (IT SME)

Minimum of 5-years of relevant experience as an IT Director in a call center (IT SME)

2-years experience directly managing a 150+ seat call center preferred

SOX Experience is a MUST

P& L experience

Experience in an outsourced call center environment preferred

Possess a solid understanding and demonstrated success directing and/or overseeing the following areas:

Telephony, Databases, Client/Servers and Networks, ACDs and Dialers, Delegation and Team building

Proficient with Microsoft Word, Excel and PowerPoint

Excellent Analytical Skills

Excellent Communication Skills

Excellent Writing and Presentation Skills

**Position will be based from a virtual home office and may be located anywhere near a major airport.

WITHIN THIS ACS INC. DIVISION A 4 YEAR DEGREE IS A REQUIREMENT FOR THIS POSITION.

 

 

 

If you would like to apply for this position please apply on line at:

http://acsg.recruitmax.com/candidate/JobOpps.cfm?szTemplate=3&szOrderID=52371&szCandidateID=0&szSearchWords=