Real Time Operations Specialist - AppleCare Operations

Job Description

Summary

Posted: Feb 25, 2022 Weekly Hours: 40 Role Number: 200347651 Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. The people here at Apple don’t just craft 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. Join Apple, and help us leave the world better than we found it. As a Worldwide AppleCare Operations RTO Specialist (RTOS) you will be a primary point of contact for issues affecting our Advisors, management and the systems used across our global network of AppleCare contact centers. We are looking for a hardworking, independent person to join our team. The AppleCare RTO team has a diverse range of responsibilities designed to keep our contact center staff and systems up and running. You will be responsible for assisting Advisors and leadership from both internal and external partners with work-impacting issues, access requests, staffing reviews and general tickets. In addition, you will monitor real time call routing and lead queues for the AppleCare organization, and provide informed recommendations to management regarding contact center performance. This position can be based on-site in Austin, TX or Elk Grove, CA.

Key Qualifications

Key Qualifications

• Leadership skills that demonstrate your ability to lead peers, support groups and various management levels
• Willingness to be in the details of every aspect of AppleCare Operations
• Demonstrated ability to build your own ideas and work to develop effective strategies to get results
• History of analyzing and interpreting real time and historical data to identify and execute strategies for issue resolution
• Ability to bring individuals together across RTO, AppleCare Operations, IS&T, the Contact Center, amongst others, to drive complex initiatives forward
• Creative problem solving skills
• Proven ability of driving conversations with Business and Operations Leadership
• Ability to influence peers and peer groups to drive operation efficiency and optimal support strategies
• Ability to take complete ownership of issues from start to finish
• Flexibility to work between the hours of 7:00AM and 9:00PM CST, including weekends and holidays
• Ability to work additional hours or make shift adjustments as determined by business needs

Description

Description Keeping our worldwide contact centers running smoothly is at the forefront of what we do every day. A Worldwide RTOS need to be a person that is willing to tackle any issue big or small that will help the Contact Center perform at its best. This person should thrive in a fast-paced environment and is comfortable driving results through ambiguous situations. You should be passionate about finding issues and driving them to resolution. You will find issues by digging into dashboards of data, escalations raised by the contact centers and our partners via ticket, call and chat portals, and collaborations with peers and cross functional teams. In addition, you will monitor systems looking for: - AppleCare queues and routing for calls, chats and emails, with the understanding of how specific queue metrics impact the contact center business - Network Dashboards to analyze and identify issues affecting AppleCare’s infrastructure - Real-time calculations of staffing metrics and the ability to take actions to improve conditions via various staffing tools As a RTOS you will need to collaborate optimally with our business partners, Contact Center leadership, OSV Site leadership and IT Teams, Program and Tool owners, Support Operations peer groups, IS&T, etc to drive issues to resolution. You will host large daily operations and NPI checkpoint calls with Contact Center leadership to discuss contact center performance as well as meeting with Product Owners, to review trending issues, upcoming changes, and tool roadmap. RTOS cultivate excellent working relationships with our many, varied internal and external partners to find solutions to challenges in a dynamic environment. Promoting an excellent customer experience is as the top priority in every interaction the team has with partners.

Education & Experience

Education & Experience Bachelor's Degree or equivalent work experience

Additional Requirements

Additional Requirements