Payment Support Supervisor-RCC

Full-time - Mid Level

Austin, TX

Computer and Electronic Product Manufacturing

About the position

The Retail Customer Care Payment Support Supervisor at Apple is responsible for leading and developing a team of Payment professionals within the Retail Customer Care organization. This role focuses on advocating for customer-centric solutions, ensuring service level goals are met, and providing an extraordinary experience for customers. The Supervisor will engage in performance management, conduct HR duties, and promote a culture of diversity and inclusion within the team.

Responsibilities

• Lead the management and development of a team of Payment professionals.
• Advocate for customer-centric solutions to business challenges.
• Ensure the contact center achieves service level goals.
• Provide daily supervision and promote the development of representatives.
• Define goals and expectations for employees.
• Perform HR and administrative duties.
• Hold weekly staff meetings and conduct employee one-on-ones with notes and yearly reviews.
• Seek and take action on improvement opportunities.
• Engage in and support cultural diversity.

Requirements

• Contact Center experience.
• Direct people management experience, or prior experience on the RCC payment support team.

Nice-to-haves

• Adaptable, with experience leading through change management.
• Possesses quality decision-making skills and can make sound judgment.
• Outstanding attention to detail and follow-through.
• Exceptional communication and interpersonal skills.
• Proven ability to build strong cross-functional relationships.
• Motivated self-starter with detail-oriented focus.
• Role models inclusive leadership behaviors and embraces their responsibility to build, develop and retain diverse teams.
• Confronts barriers to greater inclusion with tenacity, care and commitment.

Benefits

• Equal opportunity employer committed to inclusion and diversity.