Shared Services Supervisor

Austin, Texas, United States
Sales and Business Development

Summary

Posted:
Weekly Hours: 40
Role Number:200170940
The SP&O Shared Services team provides support to our channel partners who have a wide variety of tools they use to interact with Apple employees. We believe that hard work, creativity and innovation fuel the ultimate user experience and help Apple grow. This position will be responsible for supervising front line agents, ensuring the team are operating with efficiency and accuracy, meeting or beating performance targets, and are supported day to day as well as from a professional development perspective. Executes according to business requirements and established process cascading from upper management.

Key Qualifications

  • You have deep knowledge of Channel Sales tools under support and understanding of how channel partners engage with the systems
  • Your Understand support process and ensure team follows established process
  • Previous experience in team leadership and coaching a group of individuals
  • Navigate and lead through ambiguity and drive performance
  • Ability to build and maintain healthy relationships within the team and cross functionally
  • Excellent written and verbal communication skills
  • Validated effective time management, personal organization, ability to work efficiently under pressure, including time constraints and high volume
  • Able to own tasks, follow through, and exercise good judgement under deadlines
  • Resourcefulness, strong work ethic, and flexibility to adapt to Apple’s changing business needs
  • Excellent interpersonal, analytical and problem solving skills
  • Be dependable and reliable – follow-up quickly and consistently
  • Demonstrate a positive and approachable demeanor

Description

Manage agents’ performance and support their success Drive performance Effectively distribute work and drive performance General administrative tasks supporting team (time cards, time away requests, performance reviews, etc.) Achieve or exceed team performance and productivity goals Handle performance and develop employees through setting clear expectations and regular 1x1 interactions, team syncs, and coaching sessions. Identify and communicate training and development opportunities Lead regular syncs and calibration sessions Work cross-functionally with Program / Initiatives manager, analysts, and global partners Represent Apple with customers and partner organizations Identify innovative ideas to improve the user experience of Apple channel partners

Education & Experience

Experience in an application support role, using an IT service management system for tracking technical support cases Experience using a support tool that allows for two way email communication with users, categorization of issues, managing a queue, reallocating tickets etc Bachelor’s degree required 2+ years management / leadership experience in a customer service environment

Additional Requirements

  • Mac experience
  • Travel may be required
  • Must be flexible and willing to work evenings, weekends, some holidays and rotating on-call schedule
  • Apple is an Equal Employment Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities.