Customer Relations Team Manager

Austin, TX 78701
  • Job Code
    200221627
Summary

Summary

Posted: Feb 5, 2021

Role Number:200221627

Home Office: Yes

You're passionate about supporting others to achieve the highest level of service in every interaction. You obse...Summary

Summary

Posted: Feb 5, 2021

Role Number:200221627

Home Office: Yes

You're passionate about supporting 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 encourage and lead, join Apple and help us leave the world better than we found it. The Apple Support Customer Relations team is looking for a Team Manager to lead a team of 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 AppleCare Customer Relations Team Manager. We're committed to helping employees explore their potential.

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

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
  • Experience leading a support function in a professional environment
  • 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 build rapport
  • Demonstrates a real passion for technology and the 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.

Description

At Apple, we believe in hard work, a fun environment, and the kind of creativity and innovation that only comes about when hardworking 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. The Customer Relations Team Manager is responsible for providing daily leadership and promoting the development of Customer Relations Advisors. This customer-focused leader is self-motivated, friendly and has a passion to support advisors in an efficient and effective manner. You manage performance and develop Advisors through one-on-ones, check-ins, contact evaluations, and feedback within pre-defined coaching structure.

Education & Experience

Bachelors degree preferred

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.


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Customer Relations Team Manager

Apple, Inc.
Austin, TX 78701

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