Team Leader (HZN)
(Green Bay, WI)
Founded in 1973, APAC Customer Services, Inc. is a leader in global outsourced services and solutions, supporting industry leaders in healthcare, business services, communications, media and publishing, travel and entertainment, and financial services. APAC is a publicly traded company (Nasdaq:APAC), built on long-standing client relationships with Fortune 500 and global market leaders. Ranked among the top global contact-management leaders and recognized for excellence by our peers, APAC has been listed among the Top Ten of Service Providers for more than 17 years by Customer Interaction Solutions magazine, receiving the 2008 MVP award for high-quality, results-oriented solutions. Two of APAC's contact centers were also awarded the 2009 Community Spirit Award in recognition of their fund-raising and community involvement. APAC's delivery model is comprised of domestic, offshore, facilities management and a distinct atHomeTM solution, utilizing the multiple touch points of phone, web, email, chat and direct mail. APAC's portfolio of services spans customer care, technical support and back-office services, including agents specialized and licensed in insurance and healthcare. Our reputation for excellence comes from the contributions of APAC's 11,000 talented, dedicated and ambitious professionals. We welcome you to inquire about joining the APAC team!
SUMMARY:
Responsible for hiring, training, retaining and developing their respective team members. Responsible to lead the effective and profitable results for their team. Administers company policies, best practices and standard operating procedures to facilitate performance that exceeds client expectations. Provides the thought leadership and innovation necessary for continuous improvement while ensuring a positive work environment. Active role model demonstrating pride and ownership as a leader of the organization.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Hire the right people, effectively set expectations, identify behaviors and coach employees to be outstanding performers.
Identify and reinforce positive behaviors through formal and informal reward and recognition.
Execute corporate, regional and local business imperatives to optimize team results.
Encourage and develop teamwork among others and themselves.
Responsible for delivery of customer satisfaction, business results and employee satisfaction in order to ensure achievement of scorecard and client goals.
Comply with and ensure compliance of local, state and federal regulations and laws governing business operations, as well as, corporate and client policies, procedures and guidelines.
Effectively communicate corporate and business expectations to all team members.
Responsible for leading a team of up to 20 employees.
Responsible for assets under their control.
Provide supervision to both direct and indirect reports to ensure proper floor coverage and maintain a positive leadership presence at all times: “Manage By Walking Around”
Responsible for daily call monitoring to provide feedback and coaching of team members per the quality standards.
Demonstrate company core values and culture.
Complete the APAC Customer Services Team Leader Certification Program and incorporate these competencies into all interactions with co-workers, clients, and community contacts
QUALIFICATION REQUIREMENTS:
Education: High school diploma or GED required, Bachelor’s degree preferred.
Experience: Minimum 1-3 years experience in call center operations and/or prior experience supervising multiple employees.
Skills, Knowledge & Abilities: Must be able to demonstrate leadership, oral, written, presentation, and analytical skills at the supervisory level. Ability to multi-task and meet critical deadlines. Ability to identify and promote continous improvement. Ability to understand and execute policies and procedures. Minimal travel may be required. Working knowledge of Microsoft Office applications and other call center technology as applicable.
RECRUITER:
GreenBayJobs@apacmail.com - Green Bay Jobs fx: 920-433-4828
Submit a Candidate Profile for this position
APAC CUSTOMER SERVICES, INC. is an equal opportunity employer.
APAC CUSTOMER SERVICES, INC. is not affiliated with APAC, Inc., the road paving and construction materials company.
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