AMR RCC Fraud Prevention Area Manager

Austin, TX
  • Job Code
    200073756
Summary

Summary

Posted: Jul 11, 2019

Weekly Hours: 40

Role Number: 200073756

At Apple, we believe that hard work, a fun environment, creativity and innovation fuel the ultimate customer experience. We believe each customer interaction is an opportunity to delight, engage and inspire - and that by focusing on the smallest of details, we can make big impacts with our customers. Building this environment starts with you!

The AMR RCC Fraud Prevention Team is looking for an Area Manager. In this role, you will be responsible for leading 4-6 team managers that support our current Specialists that provide focused fraud prevention support for Apple and our customers. You will execute according to business requirements cascading from upper management. You will report directly to a Senior Area Manager, while working with the wider RCC, OA, and Fraud Prevention management teams

This role is located on our campus in Austin, Texas

Key Qualifications

  • 4+ years of management experience of exempt and non-exempt employees required
  • Experience in people management with strong leadership background
  • Experience with co-employment preferred
  • Able to motivate individuals and teams
  • Skilled in fundamentals of leadership
  • Ability to quickly understand customer impact of issues and identify possible resolutions
  • Strong analysis and problem solving skills
  • Strong decision making skills and sound judgment
  • Experience establishing and documenting improved efficiencies in workflow and system processes
  • Be able to clearly identify goals, communicate vision for the team, and then deliver results consistent with that message
  • Experience with SAP, spreadsheet management, and Keynote
  • Excellent written and verbal communication skills
  • Strong work ethic with a high degree of flexibility
  • Ability to work in a fast paced, challenging environment
  • Detail oriented self-starter

Description

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

As a Fraud Prevention Area Manager, you will:

Lead direct staff of Team Managers and individual contributors

Work cross functionally with Retail Contact Center management, global peers, and internal partners on initiatives to improve aspects of the business

Work with Vendor Management, Vendors and Training teams to ensure partnerships are executed efficiently and effectively

Drive operational improvements, identifies methods to improve customer satisfaction, shares best practices, and takes action on improvement opportunities

Effectively execute on management and administrative tasks such as holding staff meetings, conducting regular one-on-one's, talent development, performance management, and defining goals and expectations for direct staff

Drive understanding of staff and specialists needs based on employee feedback. Identifies possible ways to improve employee satisfaction

May require working non-standard business hours such as evenings and weekends

Education & Experience

BS degree plus 3-5 years experience in a customer service/support environment

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AMR RCC Fraud Prevention Area Manager

Apple, Inc.
Austin, TX

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