Job Description
Turkish Technical Support Team Manager Turkish Speaking Team Manager
Job Number: 56036765
Ankara, Ankara, Turkey
Posted: Mar. 16, 2017
Weekly Hours: 45.00
Job Summary
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, engage, and inspire – and that by focusing on the smallest of details, we can make big impacts with our customers. As an At Home Team Manager, you will join our EMEA AppleCare AHA operation and will provide leadership to our multilingual technical support teams based at home. We are looking for an ambitious and enthusiastic individual that will demonstrate the necessary leadership to manage and motivate a team in a virtual home environment. Expertise and dedication to the methodologies used to engage employees on a daily basis ensuring they experience the amazing Apple Culture within their virtual home settings
Key Qualifications
Fluency in English &Turkish is essential with excellent written and verbal communications skills.
Minimum of 5 years relevant Management experience, in a large multichannel inbound contact centre, with ability to demonstrate management experience with tools, workforce management, call tracking systems and core call centre metrics.
Demonstrable ability to drive results using people management skills and a proven track record of performance management.
Exceptional organisational and time management skills.
Strong technical aptitude, coaching skills and an ability to multitask on a daily basis.
Ability to develop and maintain relationships with support partners such as Training, Recruiting, Scheduling, Reporting and Analysis and the wider Management team.
Capability to streamline processes and systems wherever possible, and create an environment where customer service can flourish.
Project management skills with experience running projects related to contact centre performance or new initiatives.
Description
The successful candidate will demonstrate strong leadership abilities and will ensure our world-class levels of customer satisfaction are maintained. He/She will be a dynamic and self-motivated individual who will be involved in building a strong team Responsibilities include, providing daily supervision, coaching, maintain and improve individual performance levels of team to ensure all business targets are met. Prioritize the activities within the team, maintain good performance on attendance, timekeeping and plan and co-ordinate training and development within the team. Drive continuous process improvements / initiatives, to increase productivity, improve customer satisfaction (CSAT) and consistently meet business KPIs. Develop all employees within your team, to ensure successful succession planning, employee development and employee engagement. Work with other Team Managers to ensure efficient and effective coverage of rostered hours and skills. Comply with and ensure standard policies and procedures are implemented at all times. Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort.
Education
Third level education preferred but relevant experience with a strong proven track record may suffice.
Additional Requirements
Main residence based in Turkey (candidates must be legally able to work in Turkey) A private workspace with a door that closes, without noise or distraction Ergonomic chair and desk High-speed hard-wired Internet connection (minimum 5Mbps download / 1Mbps upload) from a reliable provider (Other equipment required will be provided by Apple)