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At-Home Area Manager %u2013 AppleCare Phone Teams

Company Name:
Apple
Job Summary
You're a problem-solver and amazing with customers! You know what it takes to inspire a team to create an incredible customer experience with every interaction. You are able to coach, mentor and lead a group of remote team managers providing help when they need it and bringing out their very best. You know how to provide feedback and manage performance. You have a knack for strategic planning, program development, and forecasting business needs. Because you'll work independently from home, you'll need the discipline and ability to work remotely from coworkers and management as well as the ability to effectively prioritize and manage your time. If this sounds like you, you could be the next At-Home Area Manager for our Phone teams. This role requires you to work between the hours of 7:00 am CST - 10:30 pm CST and operated 7 days a week. This is a work from home position and we can consider candidates from cities across the US - you do not need to live in the city this is posted in to be considered.
Key Qualifications
4+ years in a management capacity in a large or multi-site inbound call/contact/e-care center supervising managers Strong knowledge of Technical Support processes and procedures Experience managing a technical support team in a contact center Experience managing cross functional or cross site groups Experience managing home-based employees
Strong and Effective written and verbal communication skills, ability to tailor your message to your audience Creative & Curious Solution Finder Flexible Schedule
Knowledge of call center management tools such as Network Queue call routing, ACDs, call tracking systems, internet technology and reporting, IVRs, and core call center metrics Discipline to work remotely from home A quiet workspace, ergonomic chair, and desk High-speed Internet service (5 megabits download and 1 megabit upload) from a reliable provider
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 inspire. We focus on all the small details to have the biggest impact! The At-Home Area Manager is responsible for managing a set of team managers who directly manage our At-Home Advisors. Must be a customer-focused person who is self-motivated, friendly and has a passion to solve client issues in an efficient and effective manner. Must be effective in managing performance and developing remote managers through regular 1:1s, team meetings, coaching sessions, and setting expectations. Must be able to execute according to business requirements and provide business level consulting.
Education
Bachelor degree preferred

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