Summary

Posted: Feb 2, 2021

Role Number:200220512

Home Office: Yes

At Apple, we believe in hard work, a fun environment, and the kind of creativity and innovation that only comes ...Summary

Summary

Posted: Feb 2, 2021

Role Number:200220512

Home Office: Yes

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! This role is responsible for providing daily leadership and promoting the development of Apple Support Advisors. This customer-focused leader is self-motivated, friendly and has a passion to support advisors in an efficient and effective manner. In this role, you would manage performance and develop Advisors through one-on-ones, check-ins, contact evaluations, and feedback within pre-defined coaching structure.

This position can be home-based across any city in the US or on-site at our corporate office in Elk Grove, California.

Key Qualifications

• Minimum 2 years experience in a people management capacity in a large or multi-site inbound contact center or fast-paced environment supervising 15+ frontline employees
• Knowledge of contact center management tools, processes, procedures, and performance metrics, and can innovate and improve as needed
• Excellent influencing skills and ability to work with key business partners
• Experience with using technology to craft team cohesiveness and establish rapport
• Demonstrates a real passion for technology and an ability to coach to administrative and technical concepts
• Establishes relationships and seeks to understand what motivates individuals
• Prioritizes coaching needs and experience in developing employees to achieve excellent customer service results
• Able to develop coaching plans that incorporate observations and key performance trends
• Leads a standard for high-quality work by consistently meeting and exceeding performance goals
• Strong and effective written and verbal communication skills with the ability to tailor your message to your audience
• Solution oriented leader who demonstrates creativity and curiosity

You're passionate about inspiring others to achieve the highest level of service in every interaction. You obsess over the customer experience. You're a role model and leader who advocates for their team. You're invested in your work relationships and hold yourself and your team to a high standard of accountability. You're naturally curious and gravitate towards tools and resources that enrich your team. If you are ready to inspire and lead, join Apple and help us leave the world better than we found it. The Apple Support team is looking for a Team Manager to lead a team of senior advisors. As a Team 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 Team Manager on our Apple Support team. We're committed to helping employees explore their potential.

Education & Experience

Bachelor's degree or equivalent experience

Additional Requirements

• At- Home Requirements: A quiet workspace, ergonomic chair, and desk High-speed Internet service (10 megabits download and 3 megabits upload) from a reliable provider
• If you live in Colorado, please click here. This disclosure is required by Colorado law and only applies to Colorado residents.