AppleCare Channel Support (ACS) Team Manager - Americas

Austin, Texas, United States
Support and Service

Summary

Posted: Oct 26, 2018
Weekly Hours: 40
Role Number: 200003030
You’re passionate about inspiring others to achieve the highest level of service in every interaction. You’re obsessed over the customer experience. You’re 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. If you are ready to inspire and lead, join Apple and help us leave the world better than we found it. As an ACS Team Manager, you will be available for your team during their shifts, which may include evenings, weekends and/or holidays. This position is located on-site at the Apple campus in Austin, TX.

Key Qualifications

  • 3+ years in a people management capacity; order management, contact center, customer service, technical support or Apple Retail environments preferred
  • Experience leading a support function in a professional environment
  • Excellent influencing skills and ability to work with key business partners
  • Experience with SAP, spreadsheet management, chat and email systems preferred
  • Demonstrates a real passion for technology and the ability to coach to administrative and technical concepts
  • Builds relationships and seeks to understand what motivates individuals
  • Prioritizes mentoring needs and develops 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 written and verbal communication with an ability to tailor your message to your audience
  • Solution oriented leader who demonstrates creativity and curiosity
  • Fluency in English, Spanish and/or Portuguese is a plus
  • Ability to adapt and flex schedule to align with business needs in a dynamic environment

Description

The AppleCare Channel Support (ACS) Team Manager is responsible for delivering an extraordinary customer support experience to Apple Authorized Service Providers, Carriers, Apple Authorized Repair Centers and Apple Retail Stores providing daily leadership and promoting the development of ACS Advisors. As a customer-focused person with excellent time management and analytical skills, this leader is self-motivated, friendly and has a passion to support customers in an efficient and effective manner. This leader should be able to lead performance and develop Advisors through one-on-ones, performance evaluations, and feedback. Responsibilities include: • Effectively supervise 15+ frontline employees • Effectively execute on management and administrative tasks such as leading staff meetings, conducting regular one-on-one’s, hiring, training, and development of employee performance • Ensure daily, monthly, quarterly operational metrics are met • Drive operational improvements, customer satisfaction, team collaboration, and recommend innovative solutions to business challenges • Establish clear and effective working relationships and communication channels with internal partners (Field Services, Service Order Management, Logistics, Finance, etc.)

Education & Experience

• BA/BS degree preferred plus 3-5 years experience in a customer service/support environment

Additional Requirements

  • • People management experience strongly desirable
  • • Change management experience preferred
  • • Relationship management, presentation & project leading skills
  • • Effective negotiating/influencing and time management skills
  • • Process improvement, Project Management and Six Sigma skills a plus