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Apple Apple Support Team Manager United States, West Virginia 986426961
04.09.2025
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Staff Management and Leadership • Day to day staff supervision • Handle staff and customer escalations • Identify staff training and development needs and support career path development for staff • Monitor and measure agent level performance • Provide regular coaching •Provide formal and informal performance feedback, both team based and one-to-one, and take corrective action as required • Hold regular staff meetings • participate in projects as required Call Centre Performance • Perform real time queue management • Monitor and meet defined performance goals • Roster team for support coverage • Measure and report on call centre performance • Meet call monitoring (ACES) goals, including remote and in-cube, in liaison with quality officer • Provide direct queue support - 50% regular call load usual Quality Operational Improvement • Proactively identify areas for operational improvement, including tools and processes • Involvement in projects as required • Provide contact centre representation to internal and external parties • Develop and maintain awareness of industry best practice
- Experience in a people management capacity in small to medium sized teams.
- Prioritizes coaching needs and experience in developing employees to achieve excellent customer service results
- Experience with leveraging technology to create team cohesiveness and build rapport
- Strong and effective written and verbal communication skills with the ability to tailor your message to your audience
- Solution oriented leader who demonstrates creativity and curiosity
- Demonstrates passion for technology and the ability to coach to technical concepts
- Leads a standard for high-quality work by consistently meeting and exceeding performance goals
- Knowledge of contact center management tools, processes, procedures, and performance metrics with the ability to innovate and improve as needed
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