Job Description

Summary

The people here at Apple don’t just build 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. Are you ready to join us?

Key Qualifications

Key Qualifications
  • We are expecting:
  • Experience in a people management capacity in small to medium-sized teams and call center experience is a plus.
  • Prioritizes coaching needs and experience in developing employees to achieve excellent customer service results.
  • Experience with developing teams remotely or in the virtual office environment, which is preferred but not required.
  • Experience with using technology to create team cohesiveness and establish trust.
  • Knowledge of contact center management tools, processes, procedures, and performance metrics with and to innovate and improve as needed.
  • Strong and effective written and verbal social skills to tailor your message to your audience.
  • A solution oriented leader who demonstrates creativity and curiosity.
  • Demonstrates real passion for technology and the ability to coach to technical concepts.
  • Leads a standard for high-quality work by consistently meeting and exceeding performance goals

Description

Description
- Staff management and leadership including handling staff and customer issues, identifying development needs and supporting career path development for staff, monitoring and measuring agent level performance, providing regular coaching, formal and informal performance feedback, holding regular staff meetings, etc. - Call centre performance management including performing real time queue management, monitoring and meeting defined performance goals, rostering team for support coverage, meeting call monitoring goals including remote and in-cube coaching, and providing direct queue support. - Operational Improvement including dedicatedly identifying areas for operational improvement, including tools and processes, involvement in projects as required, providing contact centre representation to internal and external parties, developing and maintaining awareness of industry standard.

Education & Experience

Education & Experience

Additional Requirements

Additional Requirements
- Staff management and leadership including handling staff and customer issues, identifying development needs and supporting career path development for staff, monitoring and measuring agent level performance, providing regular coaching, formal and informal performance feedback, holding regular staff meetings, etc. - Call centre performance management including performing real time queue management, monitoring and meeting defined performance goals, rostering team for support coverage, meeting call monitoring goals including remote and in-cube coaching, and providing direct queue support. - Operational Improvement including dedicatedly identifying areas for operational improvement, including tools and processes, involvement in projects as required, providing contact centre representation to internal and external parties, developing and maintaining awareness of industry standard.

保存工作