Apple AppleCare Spanish Team Manager in Austin, Texas

AppleCare Spanish Team Manager

Job Number: 113687490

Austin, Texas, United States

Posted: 16-Apr-2018

Weekly Hours: 40.00

Job Summary

You’re passionate about encouraging others to achieve the highest level of service in every interaction. You obsess over the customer experience. You’re 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. If you are ready to encourage and lead, join Apple and help us leave the world better than we found it.

The AppleCare Spanish team is looking for a Team Manager to direct a team of advisors. As a Team Manager, you will be available for your team during their shifts, which may include evenings, weekends and/or holidays.

This position will be located at the Apple campus in Austin, Texas

Key Qualifications

  • Experience in a people management capacity in a large or multi-site inbound contact center or dynamic environment supervising 15+ frontline employees* Fluent in Spanish and English* Knowledge of contact center management tools, processes, procedures, and performance metrics with the ability to innovate and improve as needed* Experience with leading teams remotely or in the virtual office environment, preferred but not required* Experience with using technology to craft team cohesiveness and establish rapport* Demonstrates real passion for technology and coach to technical concepts* Builds relationships and seeks to understand what motivates individuals * Prioritizes mentorship needs and experience in developing employees to achieve excellent customer service results* Ability to develop coaching plans that incorporates observations and key performance trends* Leads a standard for high-quality work by consistently meeting and exceeding performance goals* Strong and effective written and verbal communication skills that can tailor your message to your audience* Solution oriented leader who demonstrates creativity and curiosity * Able to adapt and flex schedule to align with business needs*

Description

At Apple, we believe in hard work, a fun environment, and the kind of creativity and innovation that only comes about when talented people from diverse backgrounds approach problems from varying perspectives. We believe each customer interaction is an opportunity to delight, impress, engage and encourage. We focus on all the small details to have the biggest impact!

The Spanish Team Manager is responsible for providing daily leadership and promoting the development of Spanish advisors. This leader is self-motivated, friendly, and has a passion to support advisors in an efficient and effective manner. You handle performance reviews and develop Advisors through one-on-ones, check-ins, contact evaluations, and feedback within pre-defined mentorship structure.

Education

Bachelor degree preferred

Additional Requirements