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AppleCare Carpe Facto Team Manager

Company: Apple, Inc
Location: Sacramento
Posted on: May 20, 2018

Job Description:

AppleCare Carpe Facto Team Manager

Job Number: 113775778
Sacramento, California, United States
Posted: May. 18, 2018
Weekly Hours: 40.00

Job Summary

You---re passionate about supporting others to achieve the highest level of service in every interaction. You obsess over the customer experience. You---re a role model and leader who advocates for their team. You---re invested in your work relationships and hold yourself and your team to a high standard of accountability. You---re naturally curious and gravitate towards tools and resources that enrich your team. If you are ready to encourage and lead, join Apple and help us leave the world better than we found it. As an AppleCare Carpe Facto Team Manager, you will be leading a team of advisors that will be responsible for investigating the root causes that drive both technical and non-technical support questions from Apple customers. The insights and data collected from the team is communicated to some of the most influential people at Apple and represent the voice of the customer in a way helps Apple do what it does best... make the best products in the world even better. The Manager will be available for the team during their shifts, which may include evenings, weekends, and/or holidays. If this sounds like you, you could be the next AppleCare Carpe Facto Team Manager. This position is located on-site at the Apple campus in Sacramento, CA.

Key Qualifications

Minimum 2 years experience in a people management capacity in a large or multi-site inbound contact center or fast paced environment supervising 15+ frontline employees
Experience leading a support function in a professional environment
Knowledge of contact center management tools, processes, procedures, and performance metrics, and can innovate and improve as needed
Excellent influencing skills and ability to work with key business partners
Experience with using technology to craft team cohesiveness and build rapport
Demonstrates a real passion for technology and the ability to coach to administrative and technical concepts
Establishes relationships and seeks to understand what motivates individuals
Prioritizes coaching needs and experience in developing employees to achieve excellent customer service results
Able to develop coaching plans that incorporate observations and key performance trends
Leads a standard for high-quality work by consistently meeting and exceeding performance goals
Strong and effective written and verbal communication skills with the ability to tailor your message to your audience
Solution oriented leader who demonstrates creativity and curiosity


At Apple, 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. 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. The AppleCare Carpe Facto Team Manager is responsible for providing daily leadership and promoting the development of Carpe Facto Advisors. This customer-focused leader is self-motivated, friendly and has a passion to support advisors in an efficient and effective manner. You manage performance and develop Advisors through one-on-ones, check-ins, contact evaluations, and feedback within pre-defined coaching structure. This position comes with competitive pay, great benefits, eligibility to participate in our company stock plan, time off, an employee discount, and dedicated resources to support your ongoing growth and career development.


Bachelors degree preferred

Additional Requirements

Flexible to work between the hours of 7:00 a.m. CST and 10:30 p.m. CST including weekends and holidays, with the possibility to flex up or down hours depending upon business needs Successful completion of a pre-employment assessment and background check To learn more about opportunities at Apple, visit is an Equal Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.

Keywords: Apple, Inc, Folsom, AppleCare Carpe Facto Team Manager, Executive, Sacramento, California

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