Job details
- Job Number: 29426235
- Denver, Colorado, United States
- Posted: Sep. 12, 2013
- Weekly Hours: 40.00
Job Summary
You
know Apple is passionate about creating the world’s most innovative
products. We are just as passionate about supporting the people who use
them. Imagine what you could do here. At Apple, great ideas have a way
of becoming great products, services, and customer experiences very
quickly. Bring passion and dedication to your job and there's no telling
what you could accomplish!
Key Qualifications
- • 2+ Years in a management capacity in a large or multi-site inbound call/contact/e-care center
- • Experience managing home-based employees preferred
- • Knowledge of call center management tools such as Network Queue call routing, ACDs, call tracking systems, internet technology and reporting, IVRs, and core call center metrics
- • Experience in working with Human Resource areas of the business that are pertinent to employee management
- • Strong knowledge of Technical Support processes and procedures associated with managing At-Home remote advisors is preferred.
Description
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!
The At-Home Team Manager is responsible for providing daily supervision
and promoting the development of AppleCare At-Home Advisors. 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 remote
advisors. The successful candidate may be called upon to manage inbound
phone advisors.
There are many things to consider when deciding if being an At-Home Team
Manager at Apple is the right decision for you.
Consider the following questions:
Do you have a private workspace in your house with a door, where ambient
noise can be minimized during work hours?
Do you have a workspace with a desk and chair? Does this workspace
allow for the proper installation of your technical equipment?
Do you have, or are you able to get, internet service meeting minimum
system requirements? (monthly allowance provided by Apple)
Are you a self-starter who is comfortable in an environment remote from
co-workers and managers?
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 one’s 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 advisor training requirements
• Share best practices
• Seek and take action on improvement opportunities
• Flexibility to work varied shifts on a 7-day schedule
• Ability to travel as needed
• Remain current on all training
• Ability to log into and take customer calls on a weekly basis, while
maintaining all Advisor performance metrics
Education
Bachelor degree preferred
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