We are looking for an ambitious and enthusiastic individual that can inspire others to achieve the highest level of service in every interaction. You’re obsessed over the customer experience and are a role model and leader who advocates for their team. You’re invested in your work relationships and hold yourself and your team to a high standard of accountability. You’re 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.
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
Bachelor's degree