RCC Contact Center Coach

Summary Posted: Nov 28, 2023 Role Number: 200524846 At Apple, we believe in creating a fun and inclusive work environment where creativity and innovation come about when talented people from diverse backgrounds approach problems with varying perspectives. Knowing that even the smallest of details matters, we see each customer contact as an opportunity to engage, delight and inspire! Inclusion is a shared responsibility, and we hold ourselves and one another accountable for fostering a culture where everyone feels seen, heard and inspired to do their best work. We are looking for an enthusiastic and motivated coach to join the Retail Customer Care Learning team! In this role, you will collaborate with cross-functional business partners to identify knowledge and skill gaps, create scalable learning solutions, and oversee delivery of coaching initiatives that improve the customer experience. You will analyze behaviors and tasks to evaluate coaching effectiveness and propose adjustments or alternatives as needed. Key Qualifications Key Qualifications 3-5 years of experience in a coaching, training, or leadership role preferred Familiar with contact center or customer service, sales, and support operations, including transactional monitoring methodologies and performance management Knowledge of, and experience within industry-proven and emerging coaching and quality assurance disciplines, processes, approaches, systems, reporting, and technologies Critical thinker who is able to ask probing questions and collect deep insights before forming solutions Drive for quality results, demonstrating a high degree of determination Ability to work with and influence cross functional business partners to meet strategic quality objectives and goals Superb written and verbal communication skills Story-teller who can visually and verbally communicate wins and learnings Experience working with virtual teams Ability to work with vendor teams while adhering strictly to co-employment guidelines Adaptive to changing technologies, process, and environments Ability to work efficiently under deadlines in fast-paced environment with numerous projects on hand Strict adherence to company policy on confidential materials Makes space to listen, learn, and amplify diverse perspectives and experiences Actively seeks out opportunities to champion and celebrate inclusion and diversity Description Description • Drive continuous improvement to quantitatively and qualitatively improve Specialist performance and Customer experience • Work with cross functional, regional, and global business partners to drive coaching priorities based on strategic goals and objectives • Review contacts and tasks to gather insights to positively impact the customer and employee experience • Host regional calibrations to align network on coaching forms and assessment strategies • Review and reinforce behavioral improvement plans for Apple-internal and vendor-based contact center teams • Evaluate effectiveness of coaching solutions through assessments and data analysis • Engage and share feedback with key business partners to drive improvements across training materials, processes, procedures, and digital content • Follow coaching needs analysis process • Provide professional support and assistance to RCC leadership for coaching and development conversations • Problem solve and apply creative and effective methods to provide coaching solutions • Support administrative tasks such as creating readouts, maintaining trackers, and publish weekly / monthly / quarterly metrics reports • Produce high quality deliverables on time • Work autonomously and as part of the regional and global cross functional teams • Perform other duties as assigned • Operates under general supervision to lead projects within the Learning team, coordinating the work of others • Relies on own judgment to resolve a wide range of issues in creative and effective ways • Work on problems of diverse scope, requiring analysis of data and use of discretion to decide on appropriate course of action while balancing multiple stakeholders Education & Experience Education & Experience Bachelor’s degree or equivalent experience in related field is preferred Additional Requirements Additional Requirements