AppleCare Regional Calibration Manager

Summary Posted: Aug 30, 2024 Weekly Hours: 39 Role Number: 200564624 The AppleCare Calibration organisation is responsible for the calibration process and reporting the results to stakeholders. Additionally, we work to uncover procedural and systemic opportunities that prevent Apple Support from reaching performance targets and delivering solutions aligned to regional and global initiatives. The Regional Calibration Manager (RCM) leads a team of Specialists, performs root cause analysis on evaluator behaviour, working closely with contact centre management to support initiatives to address opportunities and deliver measurable results. Description Description The RCM is responsible for leading a regional team of Specialists focused on Apple Support's programs that help improve customer satisfaction and quality performance. Responsibilities include: - Leads an organisation of approximately ~10 Specialists - Develops and maintains Strategic Quality's presence within the region through effective partnering with cross-functional leaders - Ensures compliance to Quality Standards through root cause analysis of scoring behaviours, transaction monitoring accuracy, and regular calibration - Facilitates Quality Standards accuracy meetings with partners to discuss behavioural business insights and recommendations - Analyses quality data to keep Leadership and stakeholders informed of quality improvement - Balances team workload, including evaluator calibrations, business insight initiatives and project work - Develops business recommendations to improve adoption of quality standards Minimum Qualifications Minimum Qualifications 4+ years leadership experience in an inbound contact centre Experience leading a team and structuring priorities to meet regional and global goals Understanding of call centre quality standards and the importance of quality, compliance and support processes Ability to work a flexible schedule for international meetings Key Qualifications Key Qualifications Preferred Qualifications Preferred Qualifications Strong analytical and critical thinking skills with a proven track record of effective root cause analysis Experience leading projects, from conception through to implementation Clear and effective written and verbal communication skills in English, with an ability to tailor your message to your audience Education & Experience Education & Experience Additional Requirements Additional Requirements More