Retail Customer Care (RCC) Supervisor

Imagine what you could do here! At Apple we dont just create products we build the kind of wonder thats revolutionized entire industries. Its the diversity of people and 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 Apple Store Online team is 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 exceptional store it takes remarkable people and we are looking for a dedicated Leader to help us achieve incredible this role you will be responsible for daily supervision and administrative activities leading others driving performance and developing Specialists in the Retail Customer Care organization. You feel passionate about people leadership and will advocate for customer specialist and business needs to drive operational and continuous improvements. You will actively reinforce and foster a culture of inclusion diversity support debate wellness and growth. A key part of the role is managing performance and leading your team to create world-class customer experiences.

The RCC Supervisor is responsible for leading motivating and developing a high performing team toward their goals through the daily supervision of Specialists. This includes monitoring real-time and post-interaction customer engagements providing actionable coaching and ensuring the highest quality of customer addition this role will drive individual and team performance to meet organizational goals by coaching to behaviors measuring attainment and executing actions to drive results. Working across the business and engaging with peers team members and partners for cohesive and aligned leadership is key. Daily tasks include verifying and maintaining attendance and employee records handling HR and administrative duties and evaluating employee performance. Furthermore the position will contribute to an inclusive environment by respecting differences maintaining a curiosity to learn and demonstrating Apples values of inclusion and diversity in all daily typically work core hours; however weekend night shifts and holidays maybe required. Manager on Duty shifts as needed and can span business hours of operation including evenings weekends and holidays. These may require supervisors to be physically on campus.

Lead inspire and develop a high-performing team of Specialists placing the customer at the heart of everything we teams through change with care and thoughtful individual and team performance to meet organizational goals including coaching to behaviors performance analysis and representing team and individual performance against customer interactions and engage in appropriate follow-up to effectively coach and ensure interaction actively to our culture enabling and empowering Specialists to do their best work with feedback coaching leading projects and advocacy for the customer and for the Specialist nLead 1:1 meetings and staff meetingsnVerify and maintain attendance payroll and employee records manage HR and administrative duties consistent with policies and for customer Specialist and business needs to drive continuous operational to an inclusive environment by respecting differences and demonstrating Apples values of inclusion and diversity in daily activities.

4 years of experience in a customer-focused retail or contact center successfully driving performance and results through strategic and effective track record of strong decision-making skills and good communication and interpersonal effectively navigating complex personnel situations.

2 years of management experience leading a team of 10 direct organized with strong time-management skills enabling consistent high experience in a contact center environment. nFamiliarity utilizing performance tools to observe and coach to operational metrics. nIndependent and driven able to complete work autonomously and prioritize organized and motivated (action-oriented with a strong sense of urgency).nProven track record of building strong cross-functional -centric mentality with experience leading others to deliver exceptional experiences.