Xerox (Fomerly Affiliated Computer Solutions) Work Values

Daily Duties at Xerox (Fomerly Affiliated Computer Solutions):

Managed 24 CSRs, two team leads, one trainer, two business analyst, three claims examiners. Leadership and guidance of the call center and customer services departments. - developed performance metrics - recruited, hired and trained new associates - budget (profit and loss) - had direct client interactions regarding performance, new business and expectations. PROFIT AND LOSS RESPONSIBILITY WITH OVERALL CONTROL OF PLANNING, STAFFING AND BUDGETING RESPONSIBILITIES. • Determined call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identified and evaluated state-of-the-art technologies; defined user requirements; established technical specifications, and production, productivity, quality, and customer-service standards.; • Developed call center systems by developing customer interaction and voice response systems, and voice networks; this allowed us to provide one stop shop transactions on the initial inbound call; reducing the number of required returned calls by 70% during the first year of implementation. • Maintained and improved call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades. • Accomplished call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures. • Met call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions. Successfully exceeded budget variances through reduction in manual processes and utilizing improved technology to increase the productivity of the agent. • Prepared call center performance reports by collecting, analyzing, and summarizing data and trends. • Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades. • Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.

What they like about Xerox (Fomerly Affiliated Computer Solutions):

Organizations with strong, centralized leadership are particularly attractive to you. You require a work environment with leadership that aggressively seeks to expand and grow the business and does so in a visible and decisive manner. In general you prefer to work in an environment in which there is a strong link between leadership, its actions, and a strong set of company-wide values.

Tags

Recruitment, On-boarding, HRIS, Taleo, Associate Relations, Performance Management, Benefit Administration, Diversity Training, Training and Development

Skills

Technology Solutions, Software Implementation, Requirements Analysis & Specification

These are some of the questions we asked our climbers about their experiences with Xerox (Fomerly Affiliated Computer Solutions):