Career Development

At APAC, we believe that in order to achieve client satisfaction, we must first achieve employee satisfaction.  That’s why we’ve developed and put into place tools and processes so that our employees can reach their full potential.  We want every employee to clearly understand the career paths and opportunities that exist within APAC.  We encourage our employees to apply for open positions that they qualify for.

Leadership Competencies
Staffing
Individual Development Plans
Performance Reviews
Rewards
Talent Management/Succession Planning

Leadership Competencies

APAC operates within a complex and challenging business environment.  We’ve identified key leadership competencies that help us further develop our people and create a competitive differentiation.

        Modeling Our Values

• Leads by example. 
• Actively lives and supports APAC values. 
• Keeps the client in the forefront of all business strategies, plans, and processes. 
• Shows superior execution of business plans to meet personal and business commitments. 
• Accepts accountability for mistakes and errors. 
• Treats all employees with respect and dignity, regardless of level, position, gender, race, age, or ethnic background. 

       Building High Performance Teams

• Ensures that the goals and activities of his/her department are closely linked and aligned to APAC strategies and plans.
• Accepts accountability for team results.  Attracts and develops a high caliber, diverse workforce. 
• Delegates appropriate tasks to staff, and empower them to decide and act. 
• Provides timely and constructive feedback, coaching, and corrective action. 
• Honestly and candidly assesses performance of his/her staff.   
• Provides challenging and stretching assignments.

        Developing Problem Solving Skills

• Can analyze and grasp the complexities of entire business situations. 
• Thinks strategically about market, client, and business trends.    
• Understands the key drivers of business results, and applies this knowledge to deliver innovative programs and services that build shareholder value. 
• Show great personal energy and commitment to business results.   Persists in the face of obstacles and barriers.  
• Prioritizes time, energy, and resources on those things that deliver business results.

        Demonstrating Business Judgment

• Makes high quality decisions; get to the root of an issue, applies systematic problem-solving, recognizes the intangibles, and develops workable solutions to issues. 
• Show a constructive dissatisfaction with the status quo. 
• Sizes up situations, gathers multiple perspectives, and exercises solid judgment in decisions and actions that balance risk with payoff. 
• Recognizes the subtle nuances of situations and develops creative and practical solutions.   
• Takes proactive stance towards change. 
• Faces tough situations with courage, composure, and self-confidence. 

        Effective Communication

• Facilitates the free flow of information. 
• Listens actively to others. 
• Presents ideas in clear, concise, and compelling way.  
• Adapts frequency and style of communication to the needs of clients, employees, peers, and managers.   
• Persuades and influences others through information, facts, and compelling arguments vs. formal authority.   

Staffing
We have a team of corporate and field-based recruiters that partner with our HR Generalists and Management teams to ensure all internal and external candidates are consistently and fairly considered for our open positions.  Whether developing candidate slates using web searches or through direct responses and employee referrals, we believe that the best candidate is one that is most informed.  We have job preview sessions to help our qualified candidates assess not only the opportunity, but APAC Customer Services, Inc.

Individual Development Plans
To assist you with your professional growth and performance, you and your manager will create a personalized development plan.  Tailored for you, your individual development plan incorporates your career and personal goals, highlights your strengths, and outlines a plan to address your development needs.

Performance Reviews
Employee performance reviews are given twice a year.  This provides an opportunity for our employees to meet with their supervisor, formally review performance against goals and our values, establish new goals, and talk to their manager about career opportunities.

Rewards
We offer a competitive, merit-based compensation and benefits program that offers our employees the opportunity to increase their earnings based on their performance.  At the site level, our CSR’s and TSR’s receive additional incentives on top of their hourly wage based on their quality as well as their attainment of specific goals.  As you progress through the organization, we offer an attractive Management Incentive Program that features an annual bonus program based on individual and company performance.

Talent Management/Succession Planning
At APAC Customer Services, Inc. we value our employees and understand that their successful performance and growth is the key to our future.  In addition to our annual performance appraisal process, we have separate talent planning sessions where we identify individual development opportunities for our employees to ensure they have the necessary skills and experiences to assume more challenging assignments.  On a semi-annual basis, we hold succession planning sessions where we match our short and long term staffing needs.  With the results from our performance and talent planning sessions, we ensure we have the internal “bench strength” to team the needs of the business and our employees.

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