APAC Customer Services, Inc. (Nasdaq: APAC) is a leading provider of customer interaction solutions for market leaders in communications, financial services, insurance, healthcare, logistics and travel and hospitality. APAC partners with its clients to deliver custom solutions that enhance bottom line performance. Founded in 1973 and headquartered in Deerfield, Illinois, the company maintains 11 customer interaction centers nationwide.

Ranked among the top 10 global contact-management leaders and recognized for excellence by our peers, we have been listed among the Top Ten of Service Providers for more than 17 years by Customer Interaction Solutions magazine, and were the recipient of 2005 and 2006 industry awards for high-quality, results-oriented solutions.

Our reputation for excellence is due in large part to the contributions of more than 8,100 talented, ambitious professionals. And we currently have opportunities for you to join our 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.
Participates in leadership development opportunities in preparation for advancement to the Team Leader level.

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: LUClapp@apacmail.com - Lisa Urquiza-Clapp, HR Generalist ph: 563-285-2757 fx: 563-285-2632

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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.