【Apple】Sales Team Manager - Retail Customer Care
仕事内容
Key Qualifications
• Experience in process re-engineering and project management
• Excellent leadership (motivation, people development, effectiveness)
• Excellent interpersonal skills, meeting facilitation and business documentation
• Attention to detail and ability to handle large volume of data
• Highly analytical / creative problem solver
• Minimum of 2 years experience in leading a contact center team.
• Business level Japanese and English language skill(Speaking/Written) is required
応募資格(必須経験など)
Description
Conduct quality assessments and actively lead agent performance in order to maintain the highest standard of quality and CSAT. Establish, implement and maintain an ‘Evened Scorecard’ to supply to exclusive performance in customer service, revenue, operation cost and quality offerings. Lead agent performance in key areas such as Customer Happiness, Revenue, Productivity, Efficiency and Utilization by reviewing scorecard in monthly 1:1 with Specialists and identifying target areas for improvement. Drive high productivity, service quality and staff motivation by implementing rewards and recognition / Incentive programs. Project-manage key WW projects implementation as Sales and Customer Service Track Lead. Devise and implement processes and system’s solutions in partnership with IS&T, Sales, OM, rest of the cross functional teams. Build up a deep understanding of system functionality and processes. This includes documenting processes and training colleagues on the new or existing processes and systems. Handle overall Japan Contact Center Sales Operations Compile the weekly Contact Center Metrics and identify system/process/business issues and highlight it during weekly management review meeting Analyze operational processes, customer concern procedures and perform training needs assessments for seeing opportunities for service delivery improvements and benefit to the customers/clients
Additional Requirements
• We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.