Job description
Summary
Posted: Jun 14, 2022
Weekly Hours:
39
Role Number:
200387470
The most admired companies in the world have one thing in common: they stand for something. The world can change, the market can change, their products can change - but their core beliefs remain the same. At Apple we've spent the last few years affirming the values we've always stood for: a passion for design and an unwavering belief in the power of human creativity. You can see it reflected in everything we do and even more so in our people. Apple has an opportunity to join the AppleCare Support Delivery department as a Senior Area Manager. Working within the AppleCare organisation, you will report to the EMEIA AppleCare Support Delivery Business Manager and will have responsibility for managing multichannel, multilingual Customer support teams. Our team provide support for Apple's products and services. You’re a problem-solver and passionate about Customers! You know what it takes to support a team to craft an incredible Customer experience with every interaction. You are able to coach, mentor and lead a group of Area Managers, providing help when they need it and bringing out their very best. You know how to provide feedback and manage performance. You can engage with all levels of the organisation, from our Advisor Team to Senior Leadership. You have a knack for strategic planning, program development, change management and forecasting business needs. You are a strong communicator. If you are ready to inspire and lead, join Apple and help us leave the world better than we found it.
Key Qualifications
- 5+ years of senior leadership
- Strong ability to lead multiple projects/people at the same time
- Able to maintain extraordinary relationships with cross functional partners such as: People, Training, Recruiting, Scheduling, Reporting and Analysis, Quality Management and Vendor Management team
- Experience working with People Team on organisational development, Talent management and policies/procedures
- Strong knowledge and experience of operational management, including latest industry best-practises in the areas of recruitment, analytics/reporting, workforce management and quality monitoring
- Able to present to senior leaders and large Employee teams.
- Experience of managing and motivating a large organisation, including matrix reporting structures
- Proactive individual with strong business acumen
- Be very customer focused with strong communication and interpersonal skills
- Enjoy working in a challenging often changing environment
- Strong process and analytical skills
- Fluency in English
Description
Recommending strategic direction and operational strategies, contributions to policy planning, program development, staffing, strategy and budget planning, identify trends and forecast business needs; Lead a direct team of approximately 5-6 operations managers; Ensure effective communication within the business by holding staff meetings, and Employee roundtables to provide clear and concise direction; Provide development to all levels of employees from Advisor to manager level, ensure successful succession planning within the operation; Selects, develops, and evaluates personnel to ensure the efficient operation of the function; Drive contact centre performance to meet critical KPI’s, with particular focus on quality and efficiency metrics; Translation of the strategic direction into tactical operational strategy and decision-making; Catalyst in providing feedback on current tools, policies, and procedures; Drive operational improvements as it relates to customer satisfaction; Ensure Employees are trained to the highest standard to support product upgrades and new products releases; Drive operational improvements, share best practices, seek & take action on improvement opportunities;
Education & Experience
Masters/Bachelors degree ideally, however applicants with equivalent experience in this area will also be considered.
Additional Requirements
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