Affiliated Computer Services, Inc. (ACS) is expertise in action?. We are a FORTUNE 500 company with 63,000 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.
May perform one or more of the following:
Manages people for programs or projects involving department or cross-functional teams focused on the delivery of an internal project into a finished state.
Plans and directs schedules as well as project budgets.
Monitors the program/project from initiation through delivery, interfacing with ''internal customers'' or department personnel.
Organizes project activities that may require interdepartmental meetings and communication ensuring completion of the program/project on schedule and within budget constraints.
Assigns and monitors work of technical personnel, such as systems analysts and programmers, providing support and interpretation of instructions/objectives.
Directs the activities of project support staff and sub-contractors and is responsible for ensuring appropriate resources are allocated and maintained to facilitate the successful completion of the project.
Ensures the ongoing process/system capability associated with projects and manages any changes required to meet or exceed the expectations established in project designs.
Functional Description:
The Deputy Project Manager reports directly to the Account Executive and supports the over all management for the operation and performance of a Single Statewide Toll-Free Call Center. The Deputy’s primary responsibilities are to ensure customer satisfaction, ensure contract compliance, and ensure day to day operational and staffing integrity. The Deputy will also ensure that all operations staff and customer service representatives are properly trained and are responsive to the constituents they are in direct contact with as well as both internal and external customers. The Deputy is to provide daily oversight of operational activities supervising directly and through subordinates.The Deputy must be able to react quickly to problems and develop responsive solutions as appropriate.Some in-state and out of state travel is required.
The Deputy Project Manager manages the development of financial and business related analyses. May perform one or more of the following:
§ Manages the preparation of analyses on financial and expense performance.
§ Assists in the development of business policies, conducts special financial and business related studies and cooperates with other departments in the preparation of analyses.
§ Provides direction to staff members in resolving problems which arise with internal or external customers.
§ Develops recommendations on areas needing cost reduction and process or profit improvement.
§ All other duties as assigned.
The Deputy Project Manager receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. Provides guidance to subordinates within the latitude of established company policies. Recommends changes to policies and establishes procedures that affect immediate organization(s).
The Deputy Project Manager works on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends. Follows processes and operational policies in selecting methods and techniques for obtaining solutions. Acts as advisor to subordinates to meet schedules and/or resolve technical problems. Develops and administers schedules, performance requirements; may have budget responsibilities.
The Deputy Project Manager manages the coordination of the activities of sections or departments with responsibility for results, including costs, methods and staffing. Normally manages the activities of professional individual contributors and/or subordinate supervisors. In some instances this manager may be responsible for a functional area and not have any subordinate employees.
Education and Typical Years Experience
A minimum of 5 years Call Center management or supervisory customer service experience
Special Requirements
1.Fluency in Spanish and/or other languages desirable
2.PMP certification desirable.
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-.
Experience: see above:
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