AppleCare Area Manager

Summary Posted: Jan 29, 2024 Role Number: 200536719 Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish! This individual knows what it takes to inspire a team to create an incredible customer experience with every interaction. You’re a role model and leader who advocates for their team. You are able to coach, mentor and guide to your team providing help when they need it and bringing out their very best. We are looking for someone to provide feedback, lead performance, have a curiosity around strategic planning, program development, and forecasting business needs. The team is looking for an Area Manager to lead a group of Team Managers. You will be available for your team during their shifts, this may include evenings, weekends and/or holidays. Key Qualifications Key Qualifications Minimum 4 years experience in a management capacity in a large or multi-site inbound call/ contact/e-care center supervising managers Solid understanding of support processes and procedures Experience leading a support team in a contact center Experience leading cross functional or cross site groups Strong and effective written and verbal communication skills including ability to tailor your message to your audience Creative and curious solution finder 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 Description Description This customer-focused leader is self-motivated, friendly and has a passion to solve client issues in an efficient and effective manner You are effective in leading performance and developing managers through one-on- ones, team meetings, coaching sessions and setting expectations Managing Global Operations, with teams in AMR Culture and engagement of the organization and Online Support Organization Leading and managing a team of 5-6 Team Managers and their Advisors Ensuring that performance is high in all critical metrics, quality calibration, training completion, and leadership roles and responsibilities Participating in, and running, Monthly and Quarterly Business Reviews Assisting with report creation while partnering with the Reporting team Performing People-related and administrative tasks Finding opportunities for process, efficiency, and quality improvement Oversight of department team members, functions, needs, and activities Analyzing operational needs for headcount, scheduling, and training Dealing with a high level of ambiguity Coaching to develop excellent written and verbal communication skills Education & Experience Education & Experience Bachelors degree or equivalent experience Additional Requirements Additional Requirements