As a Backend Support Team Leader, you will manage and lead a team of Specialists through their daily assigned workload, identifying and developing talent within the individual Specialists and team, and participating in projects and leading initiatives that drive and enhance the overall experience with Apple.
This position plays a critical role in contributing to our exceptional customer experience, mitigating unnecessary contacts and resolving order related issues in a timely manner and at the same time.
This role may require non standard working hours and weekends. Schedule flexibility is critical.
We are looking for a detail oriented team player who possess strong work ethic and leadership skills.
You will be responsible for specialist's daily work performance to meet functional KPIs.
Description
Support specialists success through coaching and performance management Guide specialists in their growth and development journey using the Apple's development framework through regular 1:1 as part of the individual development plan Work cross functionally with RCC leadership, global peers, and internal partners through assignment and project Identify, promote, and implement innovative ideas to improve the customer experience and process efficiency within the business unit Cultivate a positive work environment by promoting teamwork, be an ally to Inclusion & Diversity and ensuring the well-being of the team
Minimum Qualifications
People management experience in a contact center and/or order fulfillment environment
Proven ability to drive amazing customer experiences – and results – through team development
Strong data analysis and problem solving skills
Ability to handle ambiguity and able to work in a fast paced, challenging environment
