At-home Team Manager
Apple - Denver, CO

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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. The successful candidate may be called upon to manage email support and inbound phone advisors, or a combination of both. There are many things to consider when deciding if being an At-Home Team Manager at Apple is the right decision for you.

Consider the following questions: Do you have a private workspace in your house with a door, where ambient noise can be minimized during work hours?Do you have a workspace with a desk and chair? Does this workspace allow for the proper installation of your technical equipment?Do you have, or are you able to get, an analog phone line that can be dedicated to contract center calls? (monthly allowance provided by Apple)Do you have, or are you able to get, internet service meeting minimum system requirements? (monthly allowance provided by Apple)Are you a self-starter who is comfortable in an environment remote from co-workers and managers?The successful candidate will: • Meet overall monitoring goals• Meet standard performance goals• Participate in hiring, and training development as needed• Perform HR and Administrative tasks• Hold weekly staff meetings• Conduct employee one on one’s and yearly focal reviews• Actively manage the performance of their team• Define and deliver goals and expectations for direct reports• Measure and report attainment of goals• Monitor advisor training requirements• Share best practices• Seek and take action on improvement opportunities• Flexibility to work varied shifts on a 7-day schedule• Ability to travel as needed• Remain current on all training and SGTs • Ability to log into and take customer calls on a weekly basis, while maintaining all Advisor performance metricsDesired Qualifications: Strong knowledge of Technical Support processes and procedures associated with managing At-Home remote advisors is preferred.

Imagine what you could do here. At Apple, great ideas have a way of becoming great products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish.

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Apple revolutionized personal technology with the introduction of the Macintosh in 1984. Today, Apple leads the world in innovation with...