RCC Service and Support Supervisor

Imagine what you could do here! The people here at Apple don’t just create products — they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. At Apple, inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work. Here on the Apple Store Online team, we are responsible for Apple’s largest store. Our main goal is to deliver a magical, personal digital experience where customers can shop, buy and learn everything Apple, wherever they are. Each customer should feel like they are our only customer and our job is to set the bar for the experience they receive. To run such an extraordinary store, it takes extraordinary people, and we are looking for someone to help us do extraordinary things. In this role, you will be responsible for daily supervision and administrative activities, leading others, driving performance, and developing specialists in the Retail Customer Care organization. You feel passionate about people leadership and will advocate for customer, specialist, and business needs to drive operational and continuous improvements. You will actively reinforce and foster a culture of inclusion, diversity, support, debate, wellness, and growth. A key part of the role is leading your team and managing performance to create world class customer experiences.

The RCC Service and Support Supervisor is responsible for leading, motivating, and developing a high performing team toward their goals, through daily supervision of specialists. Working across the business engaging with peers, team members and partners for cohesive and aligned leadership is key.

• Drive individual and team performance to meet organizational goals, including coaching to behaviors, measuring and reporting on attainment of goals and actions to drive performance
• Contribute to an inclusive environment through respecting each others’ differences and having the curiosity to learn as well as demonstrating Apple’s values of inclusion and diversity in daily activities
• Monitor post and real time customer interactions of Specialists and engage in appropriate follow up - provide coaching and ensure the quality of the interactions
• Verify and maintain attendance and employee records, HR and administrative duties, and evaluating employee performance
• Availability must be inclusive of hours of operation (7am CST - 11pm CST). Your schedule can span any hours of operation, including evenings, weekends, and holidays
• 4 years of experience in customer service, retail, or a contact center environment
• Experience with successfully driving performance and results through strategic and effective leadership, specifically in a retail or sales environment.
• Proven track record of strong decision-making skills and good judgment
• Outstanding communication and interpersonal skills
• Experience with effectively navigating complex personnel situations
• Experience leading people, leading an initiative, or acting in a leadership capacity
• 2+ years management experience, leading a team of 15+ direct reports
• Highly organized with strong time management skills, enabling high productivity consistently
• Leadership experience in a contact center environment
• Independent and driven, able to complete work independently and prioritize effectively
• Resourceful, organized, and motivated (action oriented with sense of urgency)
• Proven track record building strong cross-functional relationships

Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant.