Job Description

Channel Support Team Manager

Austin, Texas, United States

Support and Service

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Summary

Posted: Mar 30, 2021

Role Number:200230658

Youre passionate about inspiring others to achieve the highest level of service in every interaction. Youre obsessed over the customer experience. Youre a role model and leader who advocates for their team. Youre invested in your work relationships and hold yourself and your team to a high standard of accountability. Youre naturally curious and gravitate towards tools and resources that enrich your team and the customer experience. If you are ready to inspire and lead, join Apple and help us leave the world better than we found it! The Apple Channel Support (ACS) Team Manager is responsible for delivering an extraordinary customer support experience to Apple Authorized Service Providers, Carriers, Apple Authorized Repair Centers and Apple Retail Stores providing daily leadership and promoting the development of ACS Advisors. As a customer-focused person with excellent time management and analytical skills, you are self-motivated, friendly and have a passion to support customers in an efficient and effective manner. This leader should be able to lead performance and develop Advisors through one-on-ones, performance evaluations, and feedback. This position is located on-site at the Apple campus in Austin, TX.



Key Qualifications

Key Qualifications

* 5+ years of operations experience in a fast-paced environment.
* Experience working in a Contact Center, Authorized Service Provider or Apple Retail store preferred.
* Experience leading a support function in a professional environment
* Excellent influencing skills and ability to work with key business partners
* Experience with SAP, spreadsheet management, chat and email systems preferred
* Demonstrates a real passion for technology and the ability to coach to administrative and technical concepts
* Forms relationships and seeks to understand what motivates individuals
* Prioritizes mentoring needs and develops employees to achieve excellent customer service results
* Leads a standard for high-quality work by consistently meeting and exceeding performance goals
* Ability to develop coaching plans that incorporates observations and key performance trends
* Strong written and verbal communication with an ability to tailor your message to your audience
* Solution oriented leader who demonstrates creativity and curiosity
* Ability to adapt and flex schedule to align with business needs in a multifaceted environment



Description

Description

At Apple, we believe in hard work, a fun environment, and the kind of creativity and innovation that only comes about when hardworking people from diverse backgrounds approach problems from varying perspectives. We believe each customer interaction is an opportunity to delight, impress, engage and inspire. We focus on all the small details to have the biggest impact! Responsibilities Supervise 15+ frontline employees Execute on management and administrative tasks such as leading staff meetings, conducting regular one-on-ones, hiring, training, and development of employee performance Ensure daily, monthly, quarterly operational metrics are met Drive operational improvements, customer satisfaction, team collaboration, and recommend innovative solutions to business challenges Establish clear and effective working relationships and communication channels with internal partners (Field Services, Service Order Management, Logistics, Finance, etc.) Support with the preparation of operational reviews (e.g. Monthly and/or Quarterly Business Reviews). Available for your team during their shifts, which may include evenings, weekends and/or holidays.



Education & Experience

Education & Experience

BA/BS degree or equivalent work experience Intermediate/Advanced expertise with industry standard tools (i.e. Mac OS, Excel, SAP, etc)



Additional Requirements

Additional Requirements

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