Summary
Posted: Oct 4, 2024
Role Number:200571785
Imagine what you could do here! The people here at Apple don't just create products - they build the kind of wonder that's revolutionized entire industries. It's the diversity of those people and their 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 work. Join Apple, and help us leave the world better than we found it! Here on the Apple Store Online team, we are responsible for Apple's 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 extraordinary store, it takes extraordinary people, and we are looking for a Sales and Setup Supervisor to help us do extraordinary things. In 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 performance managing and leading your team to create world class customer experiences. Teams either provide pre-sales support to Consumer, Education and Business customers through chat and/or phone contacts, or they help customers learn more about our amazing products and services through the Personal Setup program.
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Description
The RCC Sales & Setup Supervisor is responsible for leading, motivating, and developing a high performing team toward their goals, through daily supervision of specialists. This includes monitoring post and real time customer interactions of Specialists and engaging in appropriate follow up such as providing coaching and ensuring the quality of the customer interactions. In addition, this role will drive individual and team performance to meet organizational goals, including coaching to behaviors, measuring and reporting on attainment of goals and actions to drive performance. Working across the business engaging with peers, team members and partners for cohesive and aligned leadership is key. Verifying and maintaining attendance and employee records, HR and administrative duties, and evaluating employee performance are daily tasks. In addition, the position will contribute to an inclusive environment through respecting each others' differences and having the curiosity to learn as well as demonstrating Apple's values of inclusion and diversity in daily activities Of note, supervisors typically work core hours, however, weekend, night shifts and holidays are required. Manager on Duty shifts are required, and can span any hours of operation, including evenings, weekends, and holidays. These are required to be physically on campus.
Minimum Qualifications
- 4 years of experience in sales, retail, or a contact center environment
- Experience with successfully driving performance and results through strategic and effective leadership, specifically in a retail or sales environment.
- Proven track record of strong decision-making skills and good judgment
- Outstanding communication and interpersonal skills
- Experience with effectively navigating complex personnel situations
- Experience leading people, leading an initiative, or acting in a leadership capacity
Preferred Qualifications
- 2+ years management experience, leading a team of 15+ direct reports
- Highly organized with strong time management skills, enabling high productivity consistently
- Leadership experience in a contact center environment
- Familiarity with call center tools and metrics
- Independent and driven, able to complete work independently and prioritize effectively
- Resourceful, organized, and motivated (action oriented with sense of urgency)
- Proven track record building strong cross-functional relationships
- Customer centric mentality - experience leading others delivering exceptional customer service
Additional Requirements
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- Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant.