Job Description
Changing the world is all in a days work at Apple. If you love innovation, heres your chance to make a career of it. Youll work hard. But the job comes with more than a few perks.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!
Key Qualifications:
Strong knowledge of Apples Technical Support processes and procedures
Experience managing a technical support team in a contact center
Experience managing cross functional or cross site groups
Requires excellent written and verbal communication skills
Requires excellent organizational and time management skills
Experience managing 15-20 full time employees
Experience balancing coaching and development with administrative tasks
Dedication to the success and development of employees
A genuine love for customers and a proven history of driving customer impacting change.
Description:
The AppleCare At-Home group is seeking a Team Manager who will be responsible for providing daily supervision and promoting the development of AppleCare At-Home Advisors in our Technical Support organization. Must be a customer focused person who is self motivated, friendly and has a passion to solve client issues in an efficient and effective manner. Must be effective in managing performance and developing and supporting Advisors. The successful candidate may be called upon to manage email support and inbound home based phone Advisors.
The successful candidate will:
Meet overall monitoring goals
Meet standard performance goals
Participate in hiring, and training development as needed
Perform HR and Administrative tasks
Hold weekly staff meetings
Conduct employee one on ones and yearly focal reviews
Actively manage the performance of their team
Define and deliver goals and expectations for direct reports
Measure and report attainment of goals
Monitor agent training requirements
Share best practices
Seek and take action on improvement opportunities
Meet all GPS expectations
Maintain GPS ScoreCard Completion at 95% or above on a consistent basis
Remain current on all applicable training and SGTs
Ability to log into and take customer calls as needed, while maintaining all Advisor performance metrics
Education:
Bachelors Degree a plus.
Job Requirements
Country: USA, State: Colorado, City: Denver, Company: Apple.