Xerox Customer Care Manager II in Columbia, South Carolina

Xerox is the world's leading enterprise for business process and document management. Its services, technology, and expertise enable workplaces - from small businesses to large global enterprises - to simplify the way work gets done so they operate more effectively and focus more on what matters most: their real business. Xerox offers business process outsourcing and IT outsourcing services, including data processing, healthcare solutions, HR benefits management, finance support, transportation solutions, and customer relationship management services for commercial and government organizations worldwide. The company also provides extensive leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. Xerox serves clients in more than 160 countries. For more information, visit www.xerox.com, www.news.xerox.com, www.realbusiness.com or www.xerox.com/businessservices.

If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.

The Call Center Manager will plans, manage and control the day-to day activities of a Call Center team. This position manages both on site Level 1 call center personnel and off site Level 2 personnel housed at State Regional Offices. This position could require one on-site visit each per month to the 3 remote state sites as well as the Columbia central office and the Columbia regional office.

Responsibilities:

  • Establishes operational objectives and workplans and delegates assignments to subordinates.

  • Ensures strict compliance with all contractualrequirements.

  • Ensures ongoing open lines of communicationswith staff as well as other project managers and Project Director

  • Maintains excellent customer relations with theclient as the point of contact for Level 2 personnel issues.

  • Develops systems and services that support Xeroxand business unit needs; provides leadership and focus in area ofexpertise.

  • Responsible for achieving measurable results ontime and on budget.

  • Develop and subsequently implement new projects,policies and procedures for the department(s) to meet specific goals.

  • Formulates and implements procedures on CallCenter processes; ensures Call Center' s effective achievement ofobjectives.

  • Manages personnel and personnel related issuesfor subordinates.

  • Prepares related reports on daily, weekly, andmonthly basis and audits current procedures to monitor efficiency ofoperations.

  • Ensures that business practices are performed in accordance with Xeroxpolicy, procedure and applicable federal, state, and local laws andregulations.

Requirements:

  • Must have successfully managed a call centerwith volumes of over 2000 calls per day for a minimum of 5 years, meeting allcontractual requirements.

  • Must have managed a staff of 25-35 customerservice representatives for a minimum of 5 years, including hiring, scheduling,training, and workflow resource allocation.

  • Must be familiar and comfortable with CallCenter and IVR hardware and software to provide first level triage in case ofsystem problems.

  • Must have excellent skills in Microsoft Word,Excel, and PowerPoint. Microsoft Project and Visio a plus.

Xerox is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply or compete for employment with Xerox may request such accommodation(s) by sending an e-mail to accommodations@xerox.com. Be sure to include your name, the job you are interested in, and the accommodation you are seeking.

Job: Customer Care

Organization: PS Finance and Accounting

Title: Customer Care Manager II

Location: South Carolina-Columbia

Requisition ID: 16027025

Virtual/work from home? No