Global Contact Delivery Support Analyst

Tokyo, Tokyo-to, Japan
Support and Service

Summary

Posted:
Role Number:200432393
Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. The people here at Apple don’t just craft 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. As a Worldwide Contact Delivery Support Analyst (CDSA) you will become an expert in identifying and resolving issues impacting AppleCare Customers ability to connect with Advisors. CDSAs have a diverse range of responsibilities that allow our team to deliver a valuable support function to our global AppleCare contact centers. You will be responsible for various stakeholders to understand and drive service impacting issues to resolution. We are looking for a hardworking, independent person to join our team. This position is based on-site in Singapore, China (Shanghai/Chengdu), Japan (Tokyo)

Key Qualifications

  • Leadership skills that demonstrate your ability to lead peers, peer groups and various management levels
  • Demonstrated ability to build your own ideas and work to develop effective strategies to get results
  • History of analyzing and interpreting real time and historical data to identify and execute strategies for issue resolution
  • Ability to bring individuals together teams across SO&T, AppleCare Operations, IS&T, AC Contact Centers, WFM and others, to drive complex initiatives forward
  • Proven ability to drive influential conversations with Business and Operations Leadership
  • Detailed understanding of Contact Center metrics and how these metrics impact performance
  • Ability to work independently and successfully navigate ambiguity
  • Understanding of complex networks and the ability to troubleshoot and isolate issues
  • Experience capturing and debugging network information (a plus)
  • Willingness to be in the details of every aspect of Advisor and Platforms Support

Description

Keeping AppleCare’s worldwide contact centers running smoothly is at the forefront of what we do. A Global Contact Delivery Support Analyst needs to be a person that is willing to tackle any issue big or small that will help the Contact Center perform at its best. This person thrives in a fast-paced environment and is comfortable driving results through ambiguous situations. As a CDSA your schedule will need to be flexible to support WW Contact Centers based on the demands of the business. Additionally, CDSAs share an on-call schedule after normal business hours and on weekends and can expect to be on call every 2-3 weeks. A CDSA is passionate about finding issues and driving them to resolution. You will find issues by digging into dashboards of data, reporting tools and escalations raised by AC contact centers and our partners. Additionally, you will monitor real time and historical data to understand issues that are impacting Contact Center service levels, contact delivery and Advisor availability. The faster you can recognize and resolve the more rapidly we can improve the customer experience. As a CDSA you will need to collaborate optimally with our business partners, Contact Center leadership, Vendor Management, OSV leadership and IT teams, Program and Tool owners, Support Operations peer groups, IS&T, internal and partner WFM teams, amongst others to drive results. CDSAs host large daily operations and seasonal checkpoint calls with Contact Center leadership to discuss contact center performance and issues impacting our contact centers. Additionally, you will meet with Product Owners and our readiness teams, to review trending issues, upcoming changes, and tool roadmaps. CDSAs cultivate excellent working relationships with our many internal and external partners to find solutions to challenges in a dynamic environment. Apple is an equal opportunity employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.

Education & Experience

Additional Requirements