At-Home Service Supervisor - Retail Customer CareSupport and ServiceAt Apple, we believe that hard work, a fun environment, creativity, and innovations fuel the ultimate customer experience. We believe each customer interaction is an opportunity to delight, engage, and inspire – and that by focusing on the smallest of details, we can make big impacts with our customers. Building this environment starts with YOU! The Worldwide Retail Customer Care Service team is looking for motivated, outgoing, and tech-savvy individuals who want to offer Apple Customers an unparalleled customer experience. This is an at-home position and you can live in any city across Australia.DescriptionAs a Service Supervisor, you will be accountable for the specialists' performance in providing the best customer experience while customers are on the call with the specialists. You will be responsible for the specialists' daily work performance to meet functional KPIs. The candidate must possess excellent communication skills, both verbal and written. Be detail-oriented and a team player to share best practices. Possess a strong work ethic and leadership skills. Be ready to have a flexible schedule, including the ability to work nights and weekends. Behind the scenes, you will be the subject matter expert in business processes and systems with an innovative and persistent approach to recommend and implement best practices and continual improvement of processes within Retail Customer Care.Minimum Qualifications3-5 years of supervisory leadership experience in a Frontline Contact center managing specialists.Proven ability to drive amazing customer experiences – and results – through team development.Experience defining and analyzing KPIs, with the ability to identify trends and opportunities for innovation and improvement.Proven track record of collaborating cross-functionally to drive operational improvements.Preferred QualificationsExperience in process re-engineering and project management.
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