Apple Support Area Manager - Japan
Minato, Tokyo-to, Japan
Support and Service
You know what it takes to encourage a team to create an incredible customer experience with every interaction. You’re a role model and leader who advocates for their team. You are able to coach, mentor and guide a group of Team Managers, providing help when they need it and bringing out their very best. You know how to provide feedback and manage performance. You have a knack for strategic planning, program development, and forecasting business needs. If you are ready to inspire and lead, join Apple and help us leave the world better than we found it.
We are looking for an Apple Support Area Manager to lead a group of Team Managers. As an Area Manager, you will be available for your team during their shifts, which may include evenings, weekends and/or holidays. If this sounds like you, you could be the next Apple Support Area Manager. We’re committed to helping employees explore their potential.
Key Qualifications
- Minimum 4 years experience in a management capacity in a large or multi-site inbound call/contact/e-care centre supervising managers
- Strong knowledge of technical support processes and procedures
- Experience managing a technical support team in a contact centre
- Experience leading cross functional or cross site groups
- Strong and effective written and verbal communication skills including ability to tailor your message to your audience
- Creative and curious solution finder
- Flexible schedule knowledge of call centre management tools such as Network Queue call routing, ACDs, call tracking systems, internet technology and reporting, IVRs, and core call centre metrics
- Fluency in Japanese and English
Description
At Apple, we believe in hard work, a fun environment, and the kind of creativity and innovation that only comes about when talented people from diverse backgrounds approach problems from varying perspectives. We believe each customer interaction is an opportunity to delight, impress, engage and inspire. We focus on all the small details to have the biggest impact.
As an Apple Support Area Manager you'll be responsible for leading a group of Team Managers who directly manage our Apple Support Advisors. This customer-focused leader is self-motivated, friendly and has a passion to solve client issues in an efficient and effective manner. You must be effective in leading performance and developing managers through one-on-ones, team meetings, coaching sessions and setting expectations. You must be able to execute according to business requirements and provide business level consulting.
Education & Experience
Bachelors degree or equivalent experience
Additional Requirements
- ・Flexible to work between the hours of 9:00 a.m. and 9:30 p.m. JST including weekends and Public Holidays, with the possibility to flex up or down hours depending upon business needs
- ・This position is based at our corporate office in Tokyo. (Roppongi)
- ・AppleCare Support people management experience highly desirable
- Apple is an Equal 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. Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.