Contact Center Coach, Retail Customer Care

Shanghai, Shanghai, China
Support and Service


Weekly Hours: 40
Role Number:200388700
At Apple, we are committed to delivering the best in class experience in all aspects of our business. The Learning Team is no exception. We have an open position for an enthusiastic, motivated coach to join our team. You would be responsible for meeting regional retail contact center coaching requirements by designing and delivering according to coaching strategy. You would also be accountable for the development and review of coaching programs that was identified through needs analysis. It is also your duty in ensuring the success of coaching through analysis, reporting and feedback. You would also need to be able to work collaboratively with members of the Learning Team (local, in region and worldwide) and with partners across the organization.

Key Qualifications

  • Proven track record in exceptional coaching outcomes, influence, and people development
  • Experience in identifying performance gaps and assess coaching needs and methodology
  • Experience with learning management systems, performance data analysis and reporting tools
  • Excellent presentation/facilitation skills
  • Ability to work efficiently under deadline with numerous projects on hand
  • Strict adherence to company policy on confidential materials


Work with business partners in identifying performance issues, drafting and executing coaching strategy, delivering workshop in a professional and “Apple” manner Engage partners to identify and prioritize coachees for group performance coaching based on analysis of customer interactions, calibration assessments and performance metrics Collaborate with training partners to align coaching efforts with training strategy, focusing on knowledge application improvement and enhancement Provide expert advice on follow-up coaching activities and support ongoing coaching conversations along with team supervisors Provide professional support and assistance to leadership team for performance and development conversations through workshop and classroom setting Partner and support Vendor Manage in leading calibration sessions within functional line of business to align understanding of behavior set by Apple standard Reviewing customer interaction in preparation for coaching session and calibration purposes Ensuring the success of coaching through analysis, reporting and feedback Support vendors in learning solutions, including coaching needs identified through change management and business updates Develop competency based coaching workshops for developmental purposes

Education & Experience

Additional Requirements

  • Customer focused, detail oriented individual with ability to maintain a positive attitude in high-stress and fast-paced work environment
  • Drive for quality results and demonstrates high degree of determination
  • Excellent verbal, written and interpersonal communication skills
  • Adaptive to changing technologies, process and environments
  • Customer service or sales experience preferred
  • Previous coaching or management experience is plus
  • *We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.