Manager, Call Center Business Transactions Operations

Job Description:

DXC Technology (NYSE: DXC) helps global companies run their mission critical systems and operations while modernizing IT, optimizing data architectures, and ensuring security and scalability across public, private and hybrid clouds. The world’s largest companies and public sector organizations trust DXC to deploy services across the Enterprise Technology Stack to drive new levels of performance, competitiveness, and customer experience. Learn more about how we deliver excellence for our customers and colleagues at DXC.com.

At DXC we use the power of technology to deliver mission critical IT Services that our customers need to modernize operations and drive innovation across their entire IT estate. We provide services across the Enterprise Technology Stack for business process outsourcing, insurance, analytics and engineering, applications, security, cloud, IT outsourcing, and modern workplace.

Our DXC Insurance Services help our customers optimize and transform operations, lower costs, increase agile new channels to growth. Our people, technology and best practices improve and automate highly complex business processes middle and back offices- while facilitating customer experience transformation.

Essential Job Functions:

• Oversees the day-to-day operations of the customer support center operations.
• Conveys customer feedback to product development staff in order to continuously improve client satisfaction.
• Manages customer support staff to ensure service level agreements for products and services are met. Schedules staff to adequately handle call volume at any point in time. Monitors progress and number of telephone calls made. Manages personnel activities of staff (i.e., hires, trains, appraises, rewards, motivates, disciplines, recommends termination as necessary, etc.).
• Manages customer support functional activities for products and contributes to overall service profitability by efficiently using staff and systems in the customer support area. Improves quality and responsiveness of customer support staff and resources.
• Contributes to overall service revenue by generating new and creative ideas to sell add-on services. Promotes sales of various service options.
• Acts as a champion of transformation to support and propel the objectives aligned to each client while reducing expense and complexity within DXC support processes and platforms.
• Manages client relationship from contact center perspective with Sr Leaders from clients and internally with DXC- Account Delivery Leaders, Account Executives, Sr Leaders.
• Approach client interactions with the Listen, Learn and Act philosophy.

Basic Qualifications

• Bachelor's degree or equivalent combination of education and experience
• Bachelor's degree in business management, computer science or related field preferred
• Nine or more years of customer service or other contact center operations experience
• Five or more years of leadership, management and supervisory experience overseeing large and complex teams in the insurance industry (life and annuities)- Client customer services and/or back office
• Demonstrated performance management and process improvement implementation and discipline- will include workplace modernization and incorporation of technology solutions into the continuous improvement process and culture
• Demonstrated relationship leadership and management of client agreements and contracts to include service level requirements, business operating procedures and expectations
• Intermediate to expert competency in Word, Excel and PowerPoint
• Ability to create compelling and concise business presentations and updates to Sr Leaders- What? So What? and Now What? Etc.

Other Qualifications

• Demonstrated strength in business and analytical skills and creative problem solving and decisiveness in taking action
• Demonstrated excellence in communication and interpersonal skills at all levels
• Demonstrated ability to multi-task and work independently and lead effectively in a remote work environment
• Demonstrated effectiveness in inclusion, employee development and satisfaction
• Preferred requirement: FINRA Series 6 and 26 registration -either current or within reactivation window
• Preferred requirement- Six Sigma/LEAN certification

Work Environment

• Office environment- remote teams- on shore, near shore and offshore

Compensation at DXC is influenced by an array of factors, including but not limited to the experience, job-related knowledge, skills, competencies, as well as contract-specific affordability and organizational requirements. A reasonable estimate of the current compensation range for this position is $73,100 - $135,800.

Full-time hires are eligible to participate in the DXC benefit program.  DXC offers a comprehensive, flexible, and competitive benefits program which includes, but is not limited to, health, dental, and vision insurance coverage; employee wellness; life and disability insurance; a retirement savings plan, paid holidays, paid time off.

If you are an applicant from the United States, Guam, or Puerto Rico

DXC Technology is an Equal Opportunity/Affirmative Action employer. All qualified candidates will receive consideration for employment without regard to disability, protected veteran status, race, color, religious creed, national origin, citizenship, marital status, sex, sexual orientation/gender identity, age or genetic information. DXC's commitment to diversity and inclusive selection practices includes ensuring qualified long-term unemployed job seekers receive equal consideration for employment. View postings below.

We participate in E-Verify. In addition to the posters already identified, DXC provides access to prospective employees for the Federal Minimum Wage Poster, Federal Polygraph Protection Act Poster as well as any state or locality specific applicant posters. To access the postings in the link below, select your state to view all applicable federal, state and locality postings. Postings are available in English, and in Spanish, where required. View postings below.

Postings link

Disability Accommodations

If you are an individual with a disability, a disabled veteran, or a wounded warrior and you are unable or limited in your ability to access or use this site as a result of your disability, you may request a reasonable accommodation by contacting us via email.

Please note: DXC will respond only to requests for accommodations due to a disability.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.

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