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Dallas Finance jobs > Process/Operations Consultant
Posted on: February 22, 2007
The CC/WFA Service Line is a core component of outsourcing delivery within ACS's Human Capital Management Solutions group. The Process/Operations Consultant role supports the CC/WFA Service Line by driving core business product selection and recommends an enhanced suite of products to the Vice President of CC/WFA. All recommendations are based on the need to improve the overall customer experience when interacting with the different delivery channels. Individuals selected for this position must demonstrate a commitment to providing a high level of customer service, be a team player who is enthusiastic, well-organized and self-motivated and must possess excellent interpersonal and communication skills. This individual must have the flexibility to travel globally approximately 25-40% of the time on an annual basis.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Support overarching toolkit strategy for ACSs contact center/WFA locations globally
Developing and implementing a plan and process for the SL to review and improve upon the customer experience across the client base
Reviewing new technology offerings and evaluating generic fit to customer base and ACS solution
Create plan to roll out new technology offerings across existing client base with appropriate up front testing of technology to ensure its success in deployment
Build a world class solution for ACS CC/WFA Service Line with respect to customer technology
Partner with Toolkit Project Manager to ensure on time and on budget delivery of global toolkit to client base
Work to build a centralized repository of client statistical data for cross client comparison in like industries.
**Position is Virtual -- can work from home-based office**