Overview

At Apple, we believe that hard work, a fun environment, creativity and innovation fuel the ultimate customer experience. We believe each customer interaction is an opportunity to delight, engage, and inspire. By focusing on the smallest of details, we can make a big impact with our customers. Building this environment starts with you! The Services Team Manager will lead the management and development of a team of employees within the Retail Contact Center. The Team Manager will advocate customer-centric solutions to business challenges, ensuring the contact center achieves service level goals and provide customers with an extraordinary Apple Experience.

Key Qualifications

  • Able to work from home
  • 2+ years management preferred
  • Contact Center experience preferred
  • Sales and Service experience required
  • Be a motivated self-starter
  • Be detail oriented
  • Have excellent communication skills, both verbal and written
  • Be a great teammate
  • Have a strong work ethic
  • Possess leadership skills

Description

The Customer Service Team Manager is responsible for providing daily supervision and promoting the development of phone representatives in the Apple Online Store Customer Support organization. You are a customer focused person who is self-motivated, friendly and has a passion to solve client issues in an efficient and effective manner. In addition you will field customer inquires regarding order status and order change requests while providing exceptional customer satisfaction. Our representatives will utilize excellent decision-making, judgment and communication skills to respond to calls from customers regarding products and orders. You will have experience working in a fast-paced customer support and B2C e-commerce environment.

You will:

  • Meet overall call monitoring goals
  • Meet standard performance goals
  • Participate in hiring and training development as needed
  • Perform HR and administrative duties
  • Hold weekly staff meetings
  • Conduct employee one on one’s and yearly focal reviews
  • Actively manage the performance of their team
  • Define 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
  • Genuinely engaged in and supportive of cultural diversity
  • Able to engender a strong team spirit and promote a happy, safe working environment

Education

BA/BS Degree preferred

Additional Requirements

Is being working from home a great fit 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 or digital phone line that can be dedicated to Apple business? (Monthly allowance provided by Apple.)
  • Do you have, or are you able to get, high-speed internet service meeting minimum bandwidth requirements of 10 mbps downstream and 2 mbps upstream? (Monthly allowance provided by Apple.)
  • Are you a self-starter who is comfortable in an environment remote from co-workers and managers?