Team Manager - Enterprise department / Italian speaking in Ireland

Changing the world is all in a day's work at Apple. If you love innovation, here's your chance to make a career of it. You'll work hard. But the job comes with more than a few perks. We are currently seeking candidates who would like to be considered for the position of Enterprise Team Manager in the Applecare Contact Centre. Description: Responsible for providing daily supervision and promoting the development of Applecare representatives in the Enterprise Customer Support Organisation. Responsibilities include but are not limited to the following: Team Performance Management: Maintain and improve individual performance levels of team to ensure targets are met. Meet overall monitoring goals. Meet standard performance goals. Drive customer satisfaction goals. Set individual targets for team members and monitor achievement. Troubleshoot and take corrective action to achieve Key Performance Indicators (KPIs) and Service Level Agreements (SLAs). Ensure accurate record of Advisors skills details on systems to assist effective work distribution. Monitor inboxes and prioritise work focus. Check and maintain accuracy of aux codes via briefings, ad-hoc and daily monitoring to maintain quality and accuracy of reporting. Manage roster to ensure continuity of coverage. Review and recommend changes to prepared rosters and holiday allocations by consulting other Team Managers and liaise with Forecasting and Planning. Prioritisation of activities within the team. Maintain good performance on attendance, timekeeping and performance of the team. Plan and co-ordinate training and development within the team. Conduct team meetings, have regular one to ones and prepare and deliver Focal reviews. People Management: Review rosters of the teams and feed back any recommendations for changes to Forecasting and Planning. Manage timekeeping, breaks and attendance against rosters to ensure optimum performance, maintaining appropriate records. Log sickness and absenteeism in the appropriate system, conduct return to work interviews and any ensure certification is completed. Escalate attendance problems outside the agreed level to the Area Manager to achieve resolution. Check and sign off Advisor timesheets for Apple contract staff ensuring accurate information to payroll on time. Ensure team abide by vacation planning processes. Maintain agreed workplace standards (food, kitchen use, cleanliness, clear desk policy, etc.) to uphold good working environment. Co-ordinate leavers procedure. Effective utilisation of Merlin to track people movement, appraisal and reward. Manage team-building events in liaison with other Team Managers to develop high motivation levels. Conduct quarterly appraisals with all team members. Coaching, mentoring and skills development: Provide feedback to Advisors to address any performance issues. Provide coaching based on detailed root cause analysis to develop Advisors. Guide and focus activities and priorities activities based on Quality needs. Review individual TSR performance on a monthly basis, maintain records and information and take any relevant action to optimise performance. Ensure training performance standards are met, and attendance maintained, monitored and tracked. Identify performance or skill issues; address any shortfalls. Communication Ensure process changes or corporate communications are communicated effectively to staff in a timely fashion, to create involvement, good morale and optimise speed of implementing changes. Weekly team meetings and weekly individual progress meetings. Maintain a virtual updates of information and progress. Attend weekly operational meetings. Reporting Produce weekly progress reports to Area Manager highlighting any issues affecting Customer Satisfaction. Have a clear operational understanding of call drivers, trends and potential emerging issues that will impact the business. Key Qualifications: •Fluency in Italian & English is required for this position. •Minimum of 2 years commercial awareness. •Demonstrable ability to drive results using people management skills. •Proven track record of performance management. •Ability to run reports from various systems. •Quick learner, adaptable and ability to multi-task on a daily basis. •Exceptional organisational skills. Education: Third level education.

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