Apple Support Team Manager
Apple Support Team Manager
Posted on :
24-08-2025
Employer Active
1 Vacancy
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Job Description
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
Required Experience:
Manager
Employment Type
Full Time
Key Skills
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