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Job Information
Job title

Six Sigma BB Call Center SQM

Company ACS Inc
Wage Not specified
Location United States, North Carolina, Cary
Employment type Full Time
Education Not Specified
Year Experience 4 - 5 Years of Practical Experience
Travel About 25%
Published on 11/26/2007
Description
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!



Candidate will be responsible for planning and conducting quality improvement projects and for providing process related consultative services to our call center operations. This individual will work with all levels of management, employees and customers in developing and coordinating strategic projects geared toward improving service delivery and operational efficiency. Improvement projects will utilize best practice performance improvement methods - including, but not limited to, quality management systems, lean principles, six sigma, financial analysis and project management tools.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Develops effective consultative client relationships with the strategic business unit managers.
  • Consults and coaches as required to promote and enable operational performance management and improvement practices.
  • Conducts assessments to baseline operational performance and to identify improvement opportunities. Develops project proposals.
  • Plans and conducts performance improvement projects.
  • Communicates project status and provides documentation as well as generate any other reports requested or required by the client and management.
  • Develops and implements total quality management (TQM) programs and initiatives
  • Focuses on the factors such as resources, methods, and materials that will improve key activities of the organization
  • Makes continual improvement of products, processes and systems



    Education and Experience

  • Six Sigma Black Belt Certified
  • Bachelor's degree in related field or equivalent combination of education and experience.
  • 5+ years of progressive performance improvement experience.
  • 3-5 years call center experience and working with call center quality projects including, but not limited to attrition, absenteeism, agent quality, etc.
  • Experience training and mentoring Six Sigma Green Belts
  • Demonstrated experience in the application of quality management and improvement systems in call center, transaction processing, and mailroom environments.
  • Extensive use of MS Applications including Excel, Outlook, PowerPoint, and Word.
  • Experience with miniTab 14
  • Sound project management skills.






    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.df-tc

    Experience/Skills
    See above

    Other desired skills:
    Six Sigma BB Call Center SQM
    • This job has expired.