苹果Apple Support Team Manager
任职要求
Minimum Qualifications • 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 Preferred Qualifications • Knowledge of contact center management tools, processes, procedures, and performance metrics with the ability to innovate and improve as needed
工作职责
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
As the Greater China Executive Relations Senior Manager, you will: - Lead and inspire a team of ER Liaisons who manage executive-level and government agencies customer escalations across Greater China, consistently demonstrating a strategic mindset to align priorities and outcomes. - Build and lead a high-performing, inclusive, and collaborative team by providing hands-on people management, including coaching, performance evaluation, career development, and goal setting. - Cultivate strong cross-functional collaboration with partners across Apple to ensure unified and effective resolution strategies, with a focus on achieving shared business outcomes. - Cultivate strong cross-functional collaboration with partners across Apple to ensure unified and effective resolution strategies, with a focus on achieving shared business outcomes. - Monitor key performance indicators (KPIs) to ensure execution, accountability, and alignment with Apple’s customer experience standards and business priorities. - Foster a high-performance, inclusive, and collaborative team culture that reflects Apple’s values. Strengthen the team’s capability to manage complexity and scale through inclusive leadership and structured problem-solving. - Act as a strategic partner to the Global Head of ER, providing regional insights and contributing to both in-region and global initiatives. - Partner closely with cross-functional teams including Government Affairs, Legal, Public Relations, Investor Relations, AppleCare, Retail, and Engineering teams to ensure a consistent and effective issue resolution. - Provide subject matter expertise and in-depth insight to Greater China executives in preparation for government meetings and discussions related to customer law, service policies, and consumer-related matters. - Represent Apple in conversations with consumer advocacy groups and government agencies, reinforcing our commitment to customer satisfaction and regulatory alignment. - Analyze trends, root causes, and systemic issues through case review and customer feedback, applying strategic thinking to drive sustainable improvements in Apple’s products, services, and customer experience. - Timely engagement with Apple’s Executive Team and in-region leadership to provide insights, recommendations, and resolutions for high-profile customer cases. - Maintain the highest levels of professionalism, discretion, and customer empathy in every engagement.
• Lead a team, developing and empowering each team member to learn, grow, and achieve performance and developmental goals • Drive business priorities and achieve store performance goals by planning and executing operational strategies within assigned functional areas • Capture the ‘Voice of the Customer’ to contribute to the customer insights, and to improve the specialists’ ability to deliver excellence customer experience • Assist with recruiting, training, developing, and retaining a diverse, high-performing team • Address customer and team member concerns and escalations, and partner with leadership and key business or People partners when appropriate • Monitor post and real time customer interactions of Specialists through call/chat review and engage in appropriate follow up such as providing coaching and ensuring the quality of the customer interactions • Contribute to an inclusive environment by respecting each others’ differences and having the curiosity to learn • Demonstrate Apple’s values of inclusion and diversity in daily activities • Be a role model for inclusive leadership behaviors and build, develop, and retain diverse teams • Take action to create a safe, respectful, and inclusive environment for all team members. • Be available to work a schedule based on business needs that may include nights, weekends, and public holidays, and reliably attend work as scheduled, in line with local laws and subject to any approved accommodations.
In this role, you will be a part of the Global Business Operations team, with a particular focus on Retail Customer Care performance and decision support. Using data and quantitative techniques, the decision support team acts as a consultant to provide insights and recommendations to drive operational performance improvement at vendor and Apple contact center sites. The successful candidate will identify business problems and translate those into analytical questions, and perform thorough descriptive / predictive analysis of contact center operational metrics to advise Retail Customer Care management on operational processes and programs efficiency. The candidate should possess proven intuition for business, strong quantitative and technical background and have excellent communication skill to influence and establish relationship with wide range of cross-functional team members. RESPONSIBILITIES: Lead weekly and quarterly business reviews with collaborators and drive operational improvements by supervising primary critical metric performance across demand, staffing and quality. Perform quantitative analysis to identify trends, correlations and root causes affecting key performance indicators from achieving established goals. Based on data insights collaborate closely with site lead, area managers and vendor managers to adjust strategies and actions. Apply statistical techniques on large disparate data sources to develop automated quantitative models that will forecast quarterly critical metric targets for operational teams. Collaborate with business leaders to incorporate upcoming program change impact into the model to generate critical metric targets that align with strategic business goals, driving motivation and efficiency within operational teams. Conduct ad-hoc analyses using both structured and unstructured data and implement A/B tests to evaluate ROI and customer experience impact of staffing strategies, support case creation and evaluate efficiency of new programs. Design data models for automated reports and develop dashboards using industry standard visualization tools such as Tableau to supervise key trends of metrics and generate insights on demand, staffing and quality performance.
As the Manager for the QPM team in Greater China, you will be responsible for leading and developing a talented team of Quality Program Managers. You will provide coaching and development opportunities to enhance team skills and performance, while fostering a collaborative and supportive team environment. In this role, you will work with the business teams (in region and worldwide) as well as collaborate with the Retail Customer Care leadership. You will translate the regional quality strategy into actionable plans for the GC market, ensuring that our quality initiatives are tailored to local customer expectations and business needs. You will participate in business reviews, provide quality insights and are responsible for driving quality and performance improvements. You will need to be responsible in supporting and guiding QPMs to achieve business goals in customer experience and quality performance and includes building behavior based plans based on qualitative and quantitative insights. This is an exciting role with an opportunity to greatly impact the customer experience at Apple while working in a supportive team environment.