Sales Area Manager, Retail Customer Care
Hyderabad, Telangana, India
Support and Service
At Apple Retail, we believe in hard work, a fun environment, and the kind of creativity and innovation that only comes about when talented people from diverse backgrounds approach problems from varying perspectives. Inclusion is a shared responsibility and we hold ourselves and one another accountable for bringing everybody in. We believe each customer interaction is an opportunity to delight, impress, engage and inspire. We focus on all the small details to have the biggest impact.
Retail Customer Care(RCC) is a direct channel for Apple focused on driving pre and post sales customer interactions and managing order support activities across multiple markets and languages.
Description
The RCC Sales Manager is a key position in managing the day-to-day operations of the RCC contact center. The successful candidate will lead a group of team leaders and specialists, driving results and performance with emphasis on an excellent customer experience. The successful candidate is passionately focused on driving results by creating an inclusive learning environment that delivers best-in-class customer experience and drives sales excellence and effectiveness. They will work closely with local and WW stakeholders on the strategic vision for Sales while ensuring the highest standards of customer experience are delivered consistently.
- A customer-focused and detail-oriented individual, committed to placing the customer at the heart of everything we do.
- Adaptable to constantly changing technologies, process, KPI’s and strategies, while helping teams create personalised, memorable interactions at every moment.
- Ability to maintain a positive attitude in a fast-paced, high-pressure environment, ensuring teams focus on one customer, task, and case at a time.
- Ability to understand diverse perspectives and challenge them productively while leading with Apple’s values.
- Drive for results, demonstrating a high degree of drive and determination, with a focus on driving growth by offering customers complete, tailored solutions.
- Adept at dealing with ambiguity and making decisions with minimal supervision.
- Experienced in creating a culture of excellence by developing direct reports and motivating teams.
Minimum Qualifications
- 5+ years of experience as an Area Manager in a high-volume contact center environment, preferably in high-tech sales.
- Fluent in English and Hindi; a second European language is a plus.
- Flexibility to work varied shifts on a 7-day schedule.
- Role models inclusive leadership behaviors and embraces their responsibility to build, develop and retain diverse teams.
- Makes space to listen, learn, and amplify diverse perspectives and experiences.
- Confronts barriers to greater inclusion with tenacity, care and commitment.
Key Qualifications
Preferred Qualifications
- Proven ability to manage day-to-day operations and lead teams in a target-driven environment.
- Strong skills in data analysis for decision-making and performance improvement.
- Expertise in driving employee and customer satisfaction initiatives.
- Excellent problem-solving skills focused on customer-centric solutions.
- Strong interpersonal skills and business acumen, with experience presenting to senior leaders (WBR/QBRs).
- Proficient in keynote and data presentation, with solid organisational and multitasking abilities.