RCC Sales Supervisor

Summary Posted: Apr 23, 2024 Weekly Hours: 40 Role Number: 200548568 At Apple, we believe diligent work in a fun environment, creativity and innovation fuel the ultimate customer experience. We believe each customer interaction is an opportunity to delight, engage, and encourage. By focusing on the smallest of details, we can make a big impact with our customers. Building this environment starts with you! 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. As a Sales Supervisor, you are responsible for leading a team to create an outstanding experience through hands-on strategic leadership and direction. This team will provide pre- sales support to Consumer, Education and Business customers through chat and/or phone contacts. You build and inspire high- performing teams made up of unique individuals who deliver positive experiences for customers as they learn, shop and get support! Key Qualifications Key Qualifications 2+ years management experience, leading a team of 15+ direct reports Ability to create a cohesive plan to positively impact sales behaviors Sales experience in a contact center environment preferred Proven ability to drive amazing customer experiences and results through team development Highly analytical/creative problem solver Strong decision-making skills and sound judgment Exceptional Communication and Interpersonal skills Proven ability to build strong cross-functional relationships Role models inclusive leadership behaviors and embraces their responsibility to build, develop and retain diverse teams Makes space to listen, learn, and amplify diverse perspectives and experiences Confronts barriers to greater inclusion with tenacity, care and commitment Description Description The Sales Supervisor is responsible for providing daily supervision and promoting the development of chat and/or phone representatives in the Retail Customer Care 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 chats from customers regarding products and orders. You will have experience working in a fast-paced customer support and B2C e-commerce environment. The Sales Supervisor is responsible for:
 • Meeting overall contact monitoring goals
 • Supporting employees’ success through performance management • Participating in hiring and training development as needed
 • Performing HR and administrative duties 
• Holding weekly staff meetings
 • Conducting employee one on one’s and yearly focal reviews
 • Actively managing the performance of a Sales team
 • Defining goals and expectations for direct reports
 • Measuring and report attainment of goals Education & Experience Education & Experience Bachelor’s degree preferred, or equivalent experience Additional Requirements Additional Requirements