Job details
- Job Number: 29143134
- Chula Vista, California, United States
- Posted: Sep. 11, 2013
- Weekly Hours: 40.00
Job Summary
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
- Bilingual Spanish/English (read & write)
- Strong knowledge of Apple’s Technical Support processes and procedures
- Experience managing a technical support team in a contact center
- Experience managing cross functional or cross site groups
- Requires excellent written and verbal communication skills
- Requires excellent organizational and time management skills
- Experience managing a team of full time employees
- Experience balancing coaching and development with administrative tasks
- Dedication to the success and development of employees
- A genuine love for customers and a proven history of driving customer impacting change.
Description
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 email
support and inbound phone advisors, or a combination of both.
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 and SGTs
• Ability to log into and take customer calls on a weekly basis, while
maintaining all Advisor performance metrics
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, an analog phone line that can be
dedicated to contract center calls? (monthly allowance provided by
Apple)
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?
Education
Bachelors degree or equivalent experience
3-5 years in a management capacity in a large or multi-site inbound call center.
Additional Requirements
****** Please note the ideal candidate must be fluent in Spanish & English (read and write)*****
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