Backend Support Team Leader

Apple Inc.; Singapore; On-site; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Backend Support Team Leader to manage a team of specialists, driving excellence in customer experience and operational efficiency. This pivotal role involves coaching team members, fostering their development, and collaborating with cross-functional partners to enhance processes. The ideal candidate is a detail-oriented leader with a strong work ethic, capable of navigating a fast-paced environment. Join this dynamic team and make a significant impact on customer satisfaction while promoting inclusion and diversity in the workplace.

Qualifications

• Experience managing teams in contact centers or order fulfillment.
• Ability to drive customer experiences through team development.

Responsibilities

• Lead and manage a team of specialists to meet KPIs.
• Promote teamwork and a positive work environment.

Skills

People Management

Data Analysis

Problem-Solving

Team Development

Project Management

Tools

SAP

Job description

Add to Favourites Backend Support Team Leader

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. This role may require non-standard working hours and weekends. Schedule flexibility is critical. We are looking for a detail-oriented team player who possesses a strong work ethic and leadership skills. You will be responsible for the specialist’s daily work performance to meet functional KPIs.

Description

Support specialists’ success through coaching and performance management. Guide specialists in their growth and development journey using Apple's development framework through regular 1:1s as part of the individual development plan. Work cross-functionally with RCC leadership, global peers, and internal partners through assignments and projects. Identify, promote, and implement innovative ideas to improve the customer experience and process efficiency within the business unit. Cultivate a positive work environment by promoting teamwork, being 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 excellent customer experiences and results through team development
• Strong data analysis and problem-solving skills
• Ability to handle ambiguity and work in a fast-paced, challenging environment
• Detail-oriented self-starter

Preferred Qualifications

• Experience in project management
• Technical expertise in SAP (preferred)