WW Real Time Operations Specialist - AMR AppleCare Operations

Austin, Texas, United States
Support and Service


Weekly Hours: 40
Role Number:200145582
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 AppleCare Operations RTO Specialist you will be a primary point of contact for issues affecting our Advisors, management and the systems used across our global network of AppleCare contact centers. We are looking for a hardworking, independent person to join our team. The AppleCare RTO team has a diverse range of responsibilities designed to keep our contact center staff and systems up and running. You will be responsible for assisting Advisors and leadership from both internal and external partners with work-impacting issues, access requests, staffing reviews and general tickets. In addition, you will monitor real time call routing and lead queues for the AppleCare organization, and provide informed recommendations to management regarding contact center performance. This position can be based on-site in Austin, TX or Elk Grove, CA.

Key Qualifications

  • Leadership skills that demonstrate your ability to lead peers, support groups and various management levels
  • Willingness to be in the details of every aspect of AppleCare Operations
  • 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 across RTO, AppleCare Operations, IS&T, the Contact Center, amongst others, to drive complex initiatives forward
  • Creative problem solving skills
  • Proven ability of driving conversations with Business and Operations Leadership
  • Ability to take complete ownership of issues from start to finish
  • Flexibility to work between the hours of 7:00AM and 11:00PM CST, including weekends and holidays
  • Ability to work additional hours or make shift adjustments as determined by business needs


Incident Management for high priority/impact issues affecting the Contact Center Lead Daily Operations calls discussing performance and high impact issues with Contact Center Leadership Drive alignment for AppleCare Operations processes within region as well as amongst global partners Identify and drive issues impacting AppleCare / AppleCare Operations to resolution Real Time Monitoring of: AppleCare queues and routing for calls, chats and emails, with the understanding of how specific queue metrics impact the contact center business Network Dashboards to analyze and identify issues affecting AppleCare’s network infrastructure Real-time calculations of staffing metrics and the ability to take actions to improve conditions via various staffing tools Analyze data and develop reports to understand trends and develop strategies to drive improvements Develop quality relationships with peers, AC Operations Support Groups, IS&T, Tool Owners and global Real Time peers and leadership Operations ticket triage and handling Management of two-factor processes and compliance to ensure security across our partner network Lead Real Time Operations task assignments to ensure personnel are in position to support Contact Center effectively Changes to Advisor configuration and access within provisioning system and the ability to spot potential gaps and execute strategies to address in real time Handling inbound partner concerns and contacts to the department via chat, email, phone and ticket Provide supplemental queue performance information, ad hoc analysis, and recommendations to business leadership as needed

Education & Experience

Bachelor’s degree or equivalent work experience.

Additional Requirements