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Apple Sales Team Manager - Retail Customer Care United States, District of Columbia, Washington 180644838
13.06.2024
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Minimum Qualifications
- Business level Japanese and English language skill (Speaking/Written) is required
- Must be flexible to work rotating shifts, including weekends and public holidays, with additional flexibility during high volume times of the year
- Experience in process re-engineering and project management
- Excellent leadership (motivation, people development, effectiveness)
- Excellent interpersonal skills, meeting facilitation and business documentation
- Attention to detail and ability to handle large volume of data
- Highly analytical / creative problem solver
- Minimum of 2 years experience in leading a contact center team.
Preferred Qualifications
- Conduct quality assessments and actively lead agent performance in order to maintain the highest standard of quality and CSAT.
- Establish, implement and maintain an ‘Evened Scorecard’ to supply to exclusive performance in customer service, revenue, operation cost and quality offerings.
- Lead agent performance in key areas such as customer happiness (CSAT), Revenue, Productivity, Efficiency and Utilization by reviewing scorecard in monthly 1:1 with agents and identifying target areas for improvement.
- Drive high productivity, service quality and staff motivation by implementing rewards and recognition / Incentive programs.
- Project-manage key WW projects implementation as Sales and Customer Service Track Lead.
- Devise and implement processes and system’s solutions in partnership with IS&T, Sales, OM, rest of the cross functional teams.
- Build up a deep understanding of system functionality and processes. This includes documenting processes and training colleagues on the new or existing processes and systems.
- Handle overall Japan Contact Center Sales Operations
- Compile the weekly Contact Center Metrics and identify system/process/business issues and highlight it during weekly management review meeting
- Analyze operational processes, customer concern procedures and perform training needs assessments for seeing opportunities for service delivery improvements and benefit to the customers/clients
- Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Apple is a drug-free workplace.
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