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Call Center Supervisor/Team Lead - Humble Job

Call Center Supervisor/Team Lead - Humble Job

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Help Wanted: Call Center Supervisor / Team Lead
APAC Customer Services, Inc., an EGS Company, is a global leader of Customer Care business process outsourcing (BPO) services and solutions including sales, customer care, technical support, and back-office services. APAC Customer Services’ clients include some of the most recognized brands in the world across all major market verticals. APAC provides end-to-end, multi-channel customer lifecycle support and operates via a world-class technology and operational delivery platform that spans North America, Latin America, Europe, Africa and Asia. As a result, employees enjoy the opportunity to grow, develop and build long-term careers in exciting industries, supporting the best brands in business, all while accruing tenure with a global BPO leader.

The Team Leader/Supervisor is an integral part of our call center, and is primarily responsible for coaching and mentoring our front line phone representatives. This role will also handle escalated calls and monitor call quality. We believe in a "Servant Leadership" philosophy, where the highest priority of our servant leaders is to encourage, support and enable the success of their team. Our front line representatives hold the most important role in the entire organization.


DESCRIPTION
Responsible for hiring, training, retaining and developing their respective team members. Responsible for leading effective and profitable results for their team. Administer 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.

Identify and reinforce positive behaviors through formal and informal reward and recognition.
Provide leadership and mentor team members
Demonstrate company core values and culture.
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.
Responsible for delivery of customer satisfaction, business results and employee satisfaction in order to ensure achievement of scorecard and client goals


Thanks for your interest!
Skills Required:
QUALIFICATIONS
Supervisory experience , Call Center strongly preferred. Other areas include retail management or hospitality.

• High School Diploma or GED preferred.
• Our expertise is customer service, so excellent communication skills are essential.
• Strong communication and problem solving skills required.
• Must have working knowledge of computer keyboard and ability to navigate the internet.
• Ability to multitask in a fast paced environment.
• Must be able to pass a background check.

Health and Safety Requirements:

While performing the duties of this job, our ergonomic workstations allow the employee to regularly sit or stand. The employee is required to operate a computer, keyboard and mouse on a daily basis. Specific vision abilities required by this job include close vision and the ability to adjust focus.

We provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, marital status, sexual orientation, status as a protected veteran, genetic information, status as a qualified individual with a disability and any other basis protected by federal, state or local laws.

APAC Customer Services, Inc. values and supports all U.S. Service Members, veterans, retirees, wounded warriors, and military families. We recognize the value, dedication, experience, and work ethic these individuals bring to the job market. APAC is committed to providing employment opportunities to our country's Service Men, Women, and Families.
Employment Type:
Employee - Full Time
Compensation:
Depends on experience.
Contact this Employer »
Employer Information:
Employer:
APAC Customer Services
Employer's Website »
Contact Information:

Date Posted: 2014-10-09
Job ID #: 5713
Valid Through: 2015-02-06


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