Global Contact Delivery Support Analyst
上海市
Summary
Posted: 2022年 6 月 14 日
Role Number:
200391399
Imagine what you could do here. At Apple, new ideas have away of becoming extraordinary products, services, and customerexperiences very quickly. Bring passion and dedication to your joband there's no telling what you could accomplish. The people hereat Apple don’t just craft products - they build the kind of wonderthat’s revolutionized entire industries. It’s the diversity ofthose people and their ideas that inspires the innovation that runsthrough everything we do, from amazing technology toindustry-leading environmental efforts. Join Apple, and help usleave the world better than we found it. As a Worldwide ContactDelivery Support Analyst (CDSA) you will become an expert inidentifying and resolving issues impacting Apple Support Customersability to connect with Advisors. CDSAs have a diverse range ofresponsibilities that allow our team to deliver a valuable supportfunction to our global AppleCare contact centers. You will beresponsible for various stakeholders to understand and driveservice impacting issues to resolution. We are looking for ahardworking, independent person to join our team. This position isbased on-site in Singapore, China (Shanghai/Chengdu), Japan(Tokyo)
KeyQualifications
KeyQualifications
- Leadership skills that demonstrate yourability to lead peers, peer groups and various managementlevels
- Demonstrated ability to build your ownideas and work to develop effective strategies to getresults
- History of analyzing and interpretingreal time and historical data to identify and execute strategiesfor issue resolution
- Ability to bring individuals togetherteams across SO&T, AppleCare Operations, IS&T, AC ContactCenters, WFM and others, to drive complex initiativesforward
- Proven ability to drive influentialconversations with Business and Operations Leadership
- Detailed understanding of Contact Centermetrics and how these metrics impact performance
- Ability to work independently andsuccessfully navigate ambiguity
- Understanding of complex networks and theability to troubleshoot and isolate issues
- Experience capturing and debuggingnetwork information (a plus)
- Willingness to be in the details of everyaspect of Advisor and Platforms Support
Description
Description
Keeping Apple Support's worldwide contact centers runningsmoothly is at the forefront of what we do. A Global ContactDelivery Support Analyst needs to be a person that is willing totackle any issue big or small that will help the Contact Centerperform at its best. This person thrives in a fast-pacedenvironment and is comfortable driving results through ambiguoussituations. As a CDSA your schedule will need to be flexible tosupport WW Contact Centers based on the demands of the business.Additionally, CDSAs share an on-call schedule after normal businesshours and on weekends and can expect to be on call every 2-3 weeks.A CDSA is passionate about finding issues and driving them toresolution. You will find issues by digging into dashboards ofdata, reporting tools and escalations raised by AC contact centersand our partners. Additionally, you will monitor real time andhistorical data to understand issues that are impacting ContactCenter service levels, contact delivery and Advisor availability.The faster you can recognize and resolve the more rapidly we canimprove the customer experience. As a CDSA you will need tocollaborate optimally with our business partners, Contact Centerleadership, Vendor Management, OSV leadership and IT teams, Programand Tool owners, Support Operations peer groups, IS&T, internaland partner WFM teams, amongst others to drive results. CDSAs hostlarge daily operations and seasonal checkpoint calls with ContactCenter leadership to discuss contact center performance and issuesimpacting our contact centers. Additionally, you will meet withProduct Owners and our readiness teams, to review trending issues,upcoming changes, and tool roadmaps. CDSAs cultivate excellentworking relationships with our many internal and external partnersto find solutions to challenges in a dynamicenvironment.
Education & Experience
Education & Experience
Additional Requirements
Additional Requirements
