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Apple Apple Support Market Leader - Greater Shanghai China, Shanghai 197919934
06.06.2024
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Description
KEY RESPONSIBILITIES INCLUDES;
Key Qualifications
- 8+ years experience in contact center leadership position or equivalent experience.
- Have a consistent track record of operational results in a large in-bound contact center.
- Ability to work under general direction and design and execute business plans to achieve strategic objectives.
- Develop and maintain cross-functional partnerships with other business managers and department heads.
- Maintain a deep knowledge of contact center reporting with the ability to quickly provide a thorough analysis of data.
- Comprehend and communicate a broad awareness of case management and the levers to effectively lead to case duration targets.
- Acclimate quickly when facing change and new challenges.
- Evaluate successes and failures for innovation and improvement opportunities.
- Quickly grasp the essence and underlying structure of complex processes.
- Able to effectively motivate, inspire and lead large organizations through change.
- Steadfast and dedicated to exceeding the expectations and requirements of internal and external customers.
- Acquire firsthand customer information and use it for improvements in service and support delivery.
- Act and lead with customers in mind. Establishes and maintains effective relationships with customers and key internal partners while gaining their trust and respect.
- Makes good decisions based upon a mixture of financial analysis, wisdom, experience, judgment and input from team.
- Communicate concisely and clearly both orally and in written form with a variety of frontline employees, frontline and middle management and higher level senior leadership.
- Strong knowledge and experience of contact center operations and technologies, including the latest industry best-practices in the areas of ACD routing, analytics/reporting, workforce management and quality monitoring.
- Operational support experience in multi-lingual, multi-channel support operation and home-based call programs.
- Great Teammate that cultivated relationships and worked collaboratively.
- Experience working with HR on employee management, policies/procedures.
- Solid understanding of cost and financial accounting principles.
- Fluent in English and Mandarin is a plus.
- COPC process training preferred.
Education & Experience
Bachelor's degree, MBA is preferred
Additional Requirements
- We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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