Backend Support Team Leader

As a Backend Support Team Leader, you will manage and lead a team of Specialists through their daily assigned workload, identifying and developing talent within the individual Specialists and team, and participating in projects and leading initiatives that drive and enhance the overall experience with Apple. This position plays a critical role in contributing to our exceptional customer experience, mitigating unnecessary contacts and resolving order related issues in a timely manner. This role may require non-standard working hours and weekends. Schedule flexibility is critical. We are looking for a detail-oriented team player who possesses a strong work ethic and leadership skills. You will be responsible for specialist’s daily work performance to meet functional KPIs.

Description

Support specialists’ success through coaching and performance management. Guide specialists in their growth and development journey using Apple's development framework through regular 1:1s as part of the individual development plan. Work cross-functionally with RCC leadership, global peers, and internal partners through assignment and project. Identify, promote, and implement innovative ideas to improve the customer experience and process efficiency within the business unit. Cultivate a positive work environment by promoting teamwork, being an ally to Inclusion & Diversity, and ensuring the well-being of the team.

Minimum Qualifications

• People management experience in a contact centre and/or order fulfillment environment
• Proven ability to drive amazing customer experiences – and results – through team development
• Strong data analysis and problem-solving skills
• Ability to handle ambiguity and work in a fast-paced, challenging environment
• Detail-oriented self-starter

Preferred Qualifications

• Experience in project management
• Technical expertise in SAP will be preferred