Customer Service Supervisor - Work At Home at Phoenix

Job Description

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 operates via a world-class technology and operational delivery platform that spans North America, Latin America, Europe, Africa and Asia.  APAC provides end-to-end, multi-channel customer lifecycle support across the world.  Principal Responsibilities

• Maintain quality customer service by supervising the tasks and responsibilities of all assigned staff of the Customer Service Department.
• Ensure all incoming calls from client and/or customers are executed in a professional, polite, and courteous manner.
• Maintain accurate documentation and recording in required systems.
• Supervise team productivity, monitor workload, and address periods of peak volume, ensure quality and standards are consistently achieved and guidelines are followed and met.
• Ensure excellent customer services by training employees and providing feedback to existing employees regarding areas of improvement and development.
• Maintain diplomacy and tact when dealing with upset or escalated calls.
• Ensure all staff track daily calls.
• Accountable for all decisions, actions, and directives with respect to job responsibilities.
• Responsible for progressive discipline with regards to attendance, performance and all aspects of company policy up to and including termination.
• Follow up in a timely manner to ensure customer satisfaction.
• Knowledge, understanding, compliance, and enforcement of all applicable Federal, State, and Local laws and regulations that regulate the customer service industry.
• Knowledge, understanding, and compliance with the Companys policies and procedures.
• Participation in Company Programs must meet minimum performance standards.
• Responsible for progressive discipline with regards to attendance, performance and all aspects of company policy.
• Responsible for respective departments overall performance and for motivating team to exceed department goals and objectives.
• Provide feedback to management concerning possible problems or areas of improvement.
• Make recommendations to implement improved processes.
• Perform other duties as assigned by management.

 

Job Requirements

 

• Associates Degree or equivalent in relevant work experience.
• 2 years Customer Service/ Supervisory experience required. 3-4 years Customer Service/Supervisory experience preferred.  
• Ability to maintain the highest level of confidentiality.
• Ability to lead, direct, and motivate others.
• Ability to prioritize and work in a multi-tasked environment.
• Ability to adapt to a flexible schedule.
• Proficient personal computer skills, including Microsoft Office.
• Excellent interpersonal, written, and oral communication skills.
• Ability to work in a team fostered environment.

Work Environment

• Work At Home.
• Ability to lift and/or move 20 pounds with or without accommodation.

We offer a competitive salary and comprehensive benefits package, paid time off and a 401 (k) plan We provide Equal Employment Opportunity for all individuals regardless of race, color, religion, gender, age, national origin, disability, marital status, sexual orientation, veteran status, genetic information and any other basis protected by federal, state or local laws.

Country: USA, State: Arizona, City: Phoenix, Company: APAC Customer Services, Inc..