Apple Support Team Manager
Chengdu, Sichuan, China
Support and Service
The people here at Apple don’t just build products — they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it.
We are looking for an ambitious and enthusiastic individual that can inspire others to achieve the highest level of service in every interaction. You’re obsessed over the customer experience and are a role model and leader who advocates for their team. You’re invested in your work relationships and hold yourself and your team to a high standard of accountability. You’re naturally curious and gravitate towards tools and resources that enrich your team and the customer experience.
Key Qualifications
- Experience in a people management capacity in small to medium sized teams. Call center experience is a plus
- Prioritizes coaching needs and experience in developing employees to achieve excellent customer service results
- Experience with leveraging technology to create team cohesiveness and build rapport
- Knowledge of contact center management tools, processes, procedures, and performance metrics with the ability to innovate and improve as needed
- Strong and effective written and verbal communication skills with the ability to tailor your message to your audience
- Solution oriented leader who demonstrates creativity and curiosity
- Demonstrates passion for technology and the ability to coach to technical concepts
- Leads a standard for high-quality work by consistently meeting and exceeding performance goals
Description
Staff Management and Leadership
• Day to day staff supervision
• Handle staff and customer escalations
• Identify staff training and development needs and support career path development for staff
• Monitor and measure agent level performance
• Provide regular coaching
• Provide formal and informal performance feedback, both team based and one-to-one, and take corrective action as required
• Hold regular staff meetings
• participate in projects as required
Call Centre Performance
• Perform real time queue management
• Monitor and meet defined performance goals
• Roster team for support coverage
• Measure and report on call centre performance
• Meet call monitoring (ACES) goals, including remote and in-cube, in liaison with quality officer
• Provide direct queue support - 50% regular call load usual Quality
Operational Improvement
• Proactively identify areas for operational improvement, including tools and processes
• Involvement in projects as required
• Provide contact centre representation to internal and external parties
• Develop and maintain awareness of industry best practice