RCC Area Manager

Imagine what you could do here! The people here at Apple dont just create products they build the kind of wonder thats revolutionized entire industries. Its the diversity of those people and their ideas that inspires the innovation that runs through everything we do from amazing technology to industry-leading environmental efforts. At Apple inclusion is a shared responsibility and we work together to foster a culture where everyone belongs and is inspired to do their best on the Apple Store Online team we are responsible for Apples largest store. Our main goal is to deliver a magical personal digital experience where customers can shop buy and learn everything Apple wherever they are. Each customer should feel like they are our only customer and our job is to set the bar for the experience they receive. To run such an extraordinary store it takes extraordinary people and we are looking for someone to help us do extraordinary Apple we believe that hard work a fun environment creativity and innovation fuel the ultimate customer experience. We believe each customer interaction is an opportunity to delight engage and inspire and that by focusing on the smallest of details and driving for excellence we can drive the biggest impact. We are looking for an RCC Area Manager to inspire teams to align to the vision of our Retail Contact Center (RCC) to achieve industry leading results. We are looking for a candidate who is passionate about driving results by fostering and valuing cultural ideals that enable and empower others to do their best work.

The RCC Area Manager is a key role in leading teams and lines of business with a clear vision and long-term strategic approach which also includes daily operations of RCC. The position leads Supervisors and their extended teams to deliver on organizational goals. It requires critical thinking and extensive collaboration to successfully execute new and existing programs while remaining aligned on priorities and operational details. The position may require on-call availability as well as some weekend and holiday coverage. nnAs an RCC Area Manager:n-Lead with exceptional care and operational rigor an extended organization comprised of multiple teams of specialists who report into their front line Team Leader (supervisor).n-Responsible for enabling your teams to create magical experiences with every customer interaction. n-Assess business performance with strong analytical rigor and own the results. Communicate findings clearly to senior leaders -- including the why behind the numbers -- and drive the actions and accountability needed to close gaps against goals.n-Develop each Team Leader to perform at their best build teams where skills and strengths complement each other and raise the collective bar of your leadership team over time.

Lead by example in every interaction modeling the interpersonal skills and behaviors you expect from your leaders -- particularly in challenging conversations where it matters and protect your organizations interests through active collaboration with cross-functional partners enabling your team to consistently deliver Only at Apple customer experiences with operational efficiencynLead your organization through ongoing change with clarity genuine care and respect for both the people doing the work and the business outcomes that depend on themnNavigate change across technology process policy and strategy with agility and drive improvements that reinforce cultural values that put people first and that lead to sustained for fostering culture of retail creating a positive environment where diverse perspectives and backgrounds are welcome so that every team member feels valued respected and empowered to do the best work of their lives

7 years of experience in sales and support in a contact center environment and 3 years of people management experiencenProven record of driving results and delivering excellence in executionnExemplary decision making skills sound judgment with excellent written and verbal communication skills nExperience holding self and team accountable to following established processes and procedures

3 years experience in Sales environment responsible for delivering Sales objectives by driving performancenExperience with driving and documenting improved efficiencies in workflow and system processes nExperience in leading coaching motivating and developing teams and leadersnExperience collaborating on multi-function and multi-year projects and programsnExpertise in driving employee and customer satisfaction initiativesnFamiliarity with Employment Law and other key subject areas associated with managing a large-scale call centernAbility to clearly identify goals communicate vision for the team and then deliver results consistent with that message