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!
May perform one or more of the following:
Analyzes, plans and implements process improvement (such as Six Sigma initiative) needs.
Produces new process improvement techniques and services.
Develops metrics that provide data for process management and indicators for future improvement opportunities.
Measures performance against process requirements, aligning improvement projects to close performance shortfalls.
All other duties as assigned
REPESENTATIVE PRINCIPAL DUTIES AND RESPONSIBILITIES:
* Through the use of eWorkforce Management and associated database programs, produce, daily, weekly and monthly reports in a timely manner to various management levels within the CSB project.
* Reconcile and validate EWFM information received and assist in identifying corrective actions required.
* Through the use of functional expertise provide assistance, training, and troubleshooting to support staff members in accordance with established EWMF practices and procedures.
* Identify potential risks and escalate issues as appropriate, suggest modifications to procedures in order to answer questions and solve problems.
* Provide database support to CBS Business Operations, analyze situations, provide recommended solutions and design, develop and document solutions.
* Performs all other duties as assigned.
Specific Requirements:
* Ability to work on fairly complex assignments and perform a full range of functional analysis activities. Flexibility in work assignments and the ability to easily move from task to task.
* 3+ years experience in a multi-function call center environment, including the use of eWorkforce Management or similar software.
* Demonstrated organizational and interpersonal skills with emphasis on tact and effective communication skills with peers, all levels of management, operating partners and client's).
* The ability to gather and analyze moderately complex data as well as resolve problems of limited scope and complexity.
* Ability to work under deadlines and is capable of handling heavy workloads, self starter who requires minimal supervision.
* Strong PC and math skills. Should have a moderate proficiency in the use of Microsoft Excel and Microsoft Access.
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.
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