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At-Home Team Manager – AppleCare Phone Teams

At-Home Team Manager – AppleCare Phone Teams

Job Description

Changing the world is all in a day's work at Apple. If you love innovation, here's your chance to make a career of it. You'll work hard. But the job comes with more than a few perks.

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 team of remote technical-support advisors providing help when they need it and bringing out their very best. You know how to provide feedback and manage performance using a variety of tools including call shadowing, metrics, and customer feedback. 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 Team 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:
•2+ years in a management capacity in a large or multi-site inbound call/contact/e-care center supervising 15-20 full time employees
•Strong knowledge of Technical Support processes and procedures
•Experience managing a technical support team in a remote contact center
•Experience managing cross functional or cross site groups

•Strong and Effective written and verbal communication skills, ability to tailor your message to your audience
•Creative & Curious Solution Finder
•Flexible Schedule
•Ability to log into and take customer calls on a weekly basis, while maintaining all Advisor performance metrics

•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

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 Team Manager is responsible for providing daily supervision and promoting the development of AppleCare 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 advisors through regular 1:1s, team meetings, coaching sessions, and setting expectations.

Bachelor degree preferred

Apple is an Equal Employment Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities.

Job Requirements


Job Snapshot

Employment Type Full-Time
Job Type Customer Service, Information Technology, Management
Education Not Specified
Experience Not Specified
Manages Others Yes
Industry Computer Hardware, Computer Software, Internet - ECommerce
Required Travel None
Job ID 33546020
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At-Home Team Manager – AppleCare Phone Teams

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