Senior Area Manager, Apple Retail Contact Center

Shanghai, Shanghai, China
Support and Service

Summary

Posted:
Weekly Hours: 40
Role Number:200183182
The manager is responsible for the performance and development of contact center teams supporting the Apple Retail Customer care contact center. The Apple Retail Customer Care is a direct channel for Apple passionate about driving Apple Retail customer interactions and managing service and order support related interactions. The successful candidate will drive results by crafting an environment that delivers outstanding customer experience and driving excellence and efficiency across the frontline specialist population. This individual is responsible for the day-to-day management of contact center team managers and specialists, as well as partnering with groups across Apple to deliver outstanding customer experience. The position requires leadership, people development, and tactical execution of new and existing programs. As a member of the RCC management team the individual will require strong cross-functional leadership skills and a demonstrated track record of aiming for excellence in the area of Customer Happiness/Experience.

Key Qualifications

  • Minimum 8-10 years management experience in a Customer Service/Sales Contact Center
  • Proficient in both English and Mandarin (speaking, reading, writing)
  • Experience working for a global organization within the technology sector
  • Tight-knit collaboration skills with experience working in a matrixed organization
  • Strong analytical ability and decision making skills
  • Experience handling in a multi-lingual environment
  • Knowledge and experience in e-commerce environment
  • Well developed oral and written communication skills

Description

- Lead a team of team managers and be responsible for the management of the specialists - Nurture and maintain a positive and motivating work environment by promoting collaboration and focusing on positive employee relationships - Ensure that quality customer service levels and revenue attainment goals are achieved (supervise operational metrics: daily, weekly, monthly, quarterly) - Partner with HR and the operations team to plan and handle agent hiring and staffing plans - Supervise customer happiness and the ‘Voice of the Customer’ to continuously improve the agent’s ability to deliver outstanding experience - Enable a culture of continuous improvement across all levels - Work with the global Sales and Service team on the deployment and execution of worldwide initiatives - Contribute to the formulation and implementation of the wider business plans, strategies and tactics within the Retail GC team - Continually review systems and processes to improve both agent and customer experience

Education & Experience

Bachelor or above

Additional Requirements