Contact Center Coach, Retail Customer Care

Job Description

Summary

Posted: Nov 11, 2024 Role Number: 200553127 As Steve Jobs said in 1997 when introducing the Apple Store Online: “We make amazing products. We should have an amazing purchasing experience.” Twenty-five years on, the Apple Store Online is one of the world’s biggest and most successful e-commerce sites. Our global mission is to bring a seamless, high-quality, digital retail experience to all of our customers. In Retail Customer Care, our team is able to bring this experience to life. Inclusion is a shared responsibility and we hold ourselves and one another accountable for bringing everybody in. The Learning and Quality team is looking for a determined individual who believes that the customer experience is at the heart of what we do and works tirelessly to help our teams achieve just that.

Description

Description In this role, you will work with the quality and learning and development teams (in region and worldwide) as well as collaborate with the Retail Customer Care leadership. Through contact review analysis, you will work to identify business trends, gaps and provide expert level coaching to help our teams and leaders to reach business goals and enhance the customer experience. You will work in partnership with the leadership team to support ongoing group, specialist and leader coaching conversations and, if needed, create supplemental materials to help guide these sessions. A Coach must communicate effectively during a coaching sessions and use language that will have the greatest positive impact on the teams. They will need to be able to ask questions that reveal the information needed for the strongest benefit to both the coaching relationship and the teams. In addition, a coach must have the ability to focus on what our partners and teams are saying and not saying and to understand the meaning of what is said, including context to support their thoughts and ideas.

Minimum Qualifications

Minimum Qualifications

• Track record in identifying performance gaps and assessing coaching needs
• Experience with performance data analysis, reporting tools
• Ability to apply tools and learning solutions to address specific learning and performance needs
• Critical thinker who is able to ask probing questions and collect deep insights before forming solutions
• Develops relationships with stakeholders to allow for collaborative problem-solving
• Design and implement coaching and leadership development programs
• Communicates in a clear and consistent manner which translates conversations and ideas from strategy into action
• Ability to work efficiently on multiple projects simultaneously; prioritizes to meet tight deadlines
• Strict adherence to company policy on confidential materials
• Coaching qualification is highly desirable
• Japanese and English proficiency is a must

Key Qualifications

Key Qualifications

Preferred Qualifications

Preferred Qualifications

• Makes space to listen, learn, and amplify diverse perspectives and experiences
• Actively seeks out opportunities to champion and celebrate inclusion and diversity
• Apple is an Equal Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Education & Experience

Education & Experience

Additional Requirements

Additional Requirements More