Sales & Service Area Manager, Apple Retail Contact Center

Shanghai, Shanghai, China
Support and Service

Summary

Posted:
Weekly Hours: 40
Role Number: 200111663
The manager is responsible for the performance and development of contact center teams supporting the Apple Retail Contact Center. The Apple Retail Contact Center is a direct channel for Apple focused on driving Apple Retail partnership stores customer interactions and managing order support related interactions.  The successful candidate will drive results by creating an environment that delivers best in class customer experience and driving excellence and effectiveness across the frontline specialist population.   This individual is responsible for the day-to-day management of contact center team managers and specialists, as well as partnering with groups across Apple to deliver best in class customer experience. The position requires leadership, people development, and tactical execution of new and existing programs.   As a member of the RCC management team the individual will require strong cross-functional leadership skills and a demonstrated track record of driving for excellence in the area of Customer Satisfaction/Experience.

Key Qualifications

  • Minimum 3-5 years management experience in a Customer Service/Sales Contact Center
  • Fluent in both English and Mandarin (speaking, reading, writing)
  • Experience working for a global organization within the technology sector
  • Strong collaboration skills with experience working in a matrixed organization
  • Strong analytical ability and decision making skills
  • Experience managing in a multi-lingual environment
  • Knowledge and experience in e-commerce environment
  • Well developed oral and written communication skills

Description

Lead a team of team managers and oversee the management of the specialists Cultivate and maintain a positive and motivating work environment by promoting teamwork and focusing on positive employee relationships Ensure that quality customer service levels and revenue attainment goals are achieved (monitor operational metrics: daily, weekly, monthly, quarterly) Partner with HR and the operations team to plan and manage agent hiring and staffing plans Monitor customer satisfaction and the ‘Voice of the Customer’ to continuously improve the agent’s ability to deliver best in class experience Enable a culture of continuous improvement across all levels Work with the global Sales and Service team on the deployment and execution of  worldwide initiatives  Contribute to the formulation and implementation of the wider business plans, strategies and tactics within the Retail GC team Continually review systems and processes to improve both agent and customer experience

Education & Experience

Additional Requirements