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: Responsibilities include, but are not limited to, supporting the assigned Team Leader (s) by performing leadership support tasks. Acts as a side-by-side coach and subject matter expert assisting representatives with content and process questions. The Assistant Team Leader is considered a supervisor in training, and as such is accountable for developing personal leadership skills, as well as team KPI attainment.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Provides support to Team Leader by mentoring employees through call monitoring, spot coaching, setting expectations, analyzing and managing performance. Motivates performance and administers recognition programs.
Performs supervisory administrative tasks such as monitoring schedule adherence, plans coverage, coordinates schedule changes, time off requests, time keeping system maintenance, manages payroll variances. Takes absenteeism call-ins.
Performs client-specific administrative tasks. In OB environment listens to bounced sales, reviews auto fails, and fixes station equipment as needed. Resets passwords logins as needed.
Serves as subject matter expert, answers questions and provides support for escalated calls. Takes or makes calls on a limited basis in order to maintain subject matter expertise.
Attends internal/external quality calibration sessions.

QUALIFICATION REQUIREMENTS:
Education: High school diploma or GED required. Experience: 6 months call center or customer service/sales experience OR 6 months supervisory experience required, specific client/program experience preferred. Skills, Knowledge, & Abilities: Must be able to demonstrate leadership aptitude with a strong desire to master oral, written, presentation and analytical skills in preparation for advancement to the Team Leader level. Ability to identify and promote continuous improvement opportunities. 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: slester@apacmail.com - Sue Lester, HR Manager-CR ph: 319-896-2940 fx: 319-8964885

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.