Description
Searching for the promotions, growth, and pay your skills deserve?
Great Ground Floor Growth Opportunity!
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.
We are in the midst of massive growth and need Team Leads to help oversee the quality, performance and production of designated team(s) using coaching skills, counseling, monitoring and other tools.
Responsibilities:
Provide developmental feedback and on-going training to agents based on call monitoring and tracking productivity scores.
Directly supervise agents to include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Maintain team motivation through continuous feedback, positive reinforcement, and incentive contests.
Manage performance on specified programs to defined company and client standards.
Resolve customer concerns.
Monitor and enforce agent schedule adherence and provide a timely and accurate account of payroll hours. Update Daily Rosters with schedule exceptions throughout the day.
Identify areas of opportunity within the teams(s) to develop and implement comprehensive action plans. Provide Operations Manager with documentation that supports the progression of an agent on action plans.
Analyze performance through report generation, logging, and accurate tracking of call statistics. Provide feedback to Operations Manager, Account Executives, and Trainers on areas to improve productivity and procedures.
Disseminate program updates in a timely manner.
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