At-Home Team Manager

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Posting Description
The AppleCare AHA group is seeking a Team Manager who will be responsible for providing daily supervision and promoting the development of AppleCare Advisors in our iOS Technical Support organization. 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 and supporting Advisors. The successful candidate may be called upon to manage email support and inbound home based phone Advisors.

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 agent training requirements
Share best practices
Seek and take action on improvement opportunities
Meet all GPS expectations
Maintain GPS ScoreCard Completion at 95% or above on a consistent basis
Remain current on all applicable training and SGTs
Ability to log into and take customer calls as needed, while maintaining all Advisor performance metrics

Education/Experience
Normally requires BS degree plus 1-3 years experience in a customer service/support environment. Knowledge of Apple products is preferred. Requires excellent communication skills, both written and verbal. Must be able to relate and communicate to all types of customers and situations. Strong knowledge of Technical Support processes and procedures is preferred. Requires excellent organizational skills. Prior experience managing direct reports remotely is highly preferred.  RequirementsPlease refer to the Job Description for the qualifications.
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Country: USA, State: Louisiana, City: Baton Rouge, Company: Apple Inc..