SPS Technical Support Team Manager - German Speaking

Cork, County Cork, Ireland
Support and Service

Summary

Posted:
Role Number:200147540
Are you laser focused on inspiring others to achieve the highest level of service in every interaction? Do you invest in your work relationships and hold yourself and your team to a high standard of accountability? Would you consider yourself a role model and leader who advocates for their team? Are you a naturally curious person who gravitates towards tools and resources that enrich your team and the customer experience? If so, you could be Apple's next Specialist Program Support (SPS) Technical Support Team Manager. This is a full-time, permanent role based in our Lavitt's Quay offices in Cork City centre.

Key Qualifications

  • Fluency in English & German
  • Strong understanding of Apple’s policies and processes
  • Experience managing cross functional or cross site groups
  • An ability to relate and communicate to all types of customers and situations
  • Requires excellent organizational and time management skills
  • Experience balancing and prioritizing mentoring & development with administrative tasks
  • A genuine love for customers and a proven history of driving customer impacting change
  • 1+ years in a people management capacity in a large or multi-site inbound technical support contact center or dynamic environment supervising 15+ frontline employees
  • Knowledge of contact centre management tools, processes, procedures, and performance metrics with the ability to innovate and improve as needed
  • Experience with managing teams remotely or in the virtual office environment is preferred but not required
  • Demonstrates passion for technology and the ability to coach to technical concepts
  • Builds relationships and seeks to understand what motivates individuals
  • Prioritizes coaching needs and experience in developing employees to achieve excellent customer service results
  • Leads a standard for high-quality work by consistently meeting and exceeding performance goals
  • Ability to develop coaching plans that incorporates observations and key performance trends
  • 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
  • Ability to adapt and flex schedule to align with business needs
  • Strong knowledge of technical support processes and procedures and education support procedures is advantageous

Description

The SPS Technical Support Team Manager is responsible for providing daily supervision and promoting the development of SPS Advisors. We are looking for a customer focused, self-motivated and friendly member to join our team who also has a passion to resolve client issues in an efficient and effective manner. You should be effective in managing performance and developing Support Advisors through an interpersonal coaching model. This role may be called upon to lead e-mail support and inbound phone advisors, or a combination of both. As a Team Manager, you will be available for your team during their shifts, which may include evenings, weekends and/or holidays. If you are ready to inspire and lead, join Apple and help us leave the world better than we found it.

Education & Experience

Additional Requirements