Backend Support Team Leader

Apple Inc.; Singapore; On-site; SGD 70,000 - 95,000; Full time

Job summary

A leading technology company is seeking a Backend Support Team Leader to manage a team of specialists, drive customer experience improvements, and cultivate a positive work environment. The role requires strong leadership skills, experience in contact centers, and the ability to analyze data for effective team performance.

Qualifications

• Experience in people management in a contact center environment.
• Ability to drive customer experiences and results through development.

Responsibilities

• Manage and lead a team of specialists in daily workload.
• Identify and implement innovations to improve customer experience.
• Guide specialists' growth through coaching and performance management.

Skills

Data analysis

Problem solving

Customer experience

Team development

Tools

SAP

Job description

Summary

Posted:Apr 04, 2025

Role Number:200594185

As a Backend Support Team Leader, you will manage and lead a team of Specialists through their daily assigned workload, identifying and developing talent within the individual Specialists and team, and participating in projects and leading initiatives that drive and enhance the overall experience with Apple. This position plays a critical role in contributing to our exceptional customer experience, mitigating unnecessary contacts and resolving order related issues in a timely manner and at the same time.This role may require non standard working hours and weekends. Schedule flexibility is critical.We are looking for a detail oriented team player who possess strong work ethic and leadership skills. You will be responsible for specialist’s daily work performance to meet functional KPIs.

Description

Support specialists’ success through coaching and performance managementGuide specialists in their growth and development journey using the Apple's development framework through regular 1:1 as part of the individual development planWork cross functionally with RCC leadership, global peers, and internal partners through assignment and projectIdentify, promote, and implement innovative ideas to improve the customer experience and process efficiency within the business unitCultivate a positive work environment by promoting teamwork, be an ally to Inclusion & Diversity and ensuring the well-being of the team

Minimum Qualifications

• People management experience in a contact centre and/or order fulfillment environment
• Proven ability to drive amazing customer experiences – and results – through team development
• Strong data analysis and problem solving skills
• Ability to handle ambiguity and able to work in a fast paced, challenging environment
• Detail oriented self-starter

Preferred Qualifications

• Experience in project management
• Technical expertise in SAP will be preferred