Job details
- Job Number: 29435318
- Sacramento, California, United States
- Posted: Aug. 29, 2013
- Weekly Hours: 40.00
Job Summary
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!
Key Qualifications
- 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 15-20 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
AppleCare group is seeking an onsite Team Manager who will be
responsible for providing daily supervision and promoting the
development of AppleCare Advisors in our technical support organization.
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 and
supporting Advisors. The successful candidate may be called upon to
manage inbound home based phone Advisors.
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 agent training requirements
• Share best practices
• Seek and take action on improvement opportunities
• Meet all GPS expectations
• Maintain GPS ScoreCard Completion at 95% or above on a consistent
basis
• Remain current on all applicable training and SGTs
• Ability to log into and take customer calls as needed, while
maintaining all Advisor performance metrics
Experience in Customer Service/Support environment preferred
Experience in people management with strong leadership background
Education
BS/BA preferred
See https://jobs.apple.com/us/search?#&t=0&sb=req_open_dt&so=1&lo=0*USA&pN=1&openJobId=29435318
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