The WW Apple Store Sales and Service team is seeking a Training and Coaching Manger to join the management team. 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, engage, and inspire – and that by focusing on the smallest of details, we can make big impacts with our customers. Building this environment starts with YOU!
The ideal candidate will have experience working in a fast-paced B2C and B2B E-commerce environment.
Key Qualifications
Description
• Training: Ensure the ongoing training and development of staff members for all of the Sales and Service organization, including contact centre and support staff
• Coaching : Implementing a World Wide strategy for a coaching program
• Maintaining direct contact with our Sales, Marketing, New Products, Logistics, Finance & Operations organizations and provide a focal point of contact for people on the subject of Customer Care for Apple Online Store
• Work with the WW Development team to ensure the needs of APAC are included in all training materials at the start of development
• Work with local business owners to assess the training and coaching needs and develop plans and programs to affect positive change in behavior
• Work with Global Instructional Designers on a training Evaluation and Measurement standards
• Manage and develop the team of trainers and coaches
Additional Requirements
Customer-focused, detailed-oriented individuals
Excellent verbal and written communication skills
Ability to work with confidential information
Demonstrated facilitation/presentation skills
Advanced interpersonal skills in presenting information and recommendations in a positive, productive manner
Creative problem solvers
Comfortable working with ambiguity
Comfortable resolving conflict
Strong listening skills (adaptive communication, active listening)
Ability to maintain a positive attitude in high-stress/fast-paced work environment
Drive for results, demonstrates high degree of drive and determination.
Adaptive and flexible to changing technologies, process and environments.
Ability to work and make decisions with minimal supervision
Complex problem-solving capacity (problem solving skills)
Strong organizational skills
Team Player
Apple designs Macs, the best personal computers in the world, along with OS X, iLife, iWork and professional software. Apple leads the digital music revolution with its iPods and iTunes online store. Apple has reinvented the mobile phone with its revolutionary iPhone and App Store, and is defining the future of mobile media and computing devices with iPad device.
The ideal candidate will have experience working in a fast-paced B2C and B2B E-commerce environment.
Key Qualifications
- At least 5 years experience in training and development
- Proven track record in leading and motivating a business area and introducing high impact actions to drive and reinforce improvements and achievement of strategy
- Proven ability to motivate and lead a team in meeting challenging targets and maximizing their potential
- Strong sales and/or service Call Centre/ Commercial acumen coupled with adaptability to a changing market environment
- Excellent interpersonal and communication skills
- A proven track record in striving for continuous improvement and driving efficiencies, whilst delivering high levels of customer satisfaction and loyalty
- Strong influencing and networking skills
- Strategic planning and decision making skills.
- Proven ability in goal setting and motivation.
- Experience of working and influencing at a senior level.
Description
• Training: Ensure the ongoing training and development of staff members for all of the Sales and Service organization, including contact centre and support staff
• Coaching : Implementing a World Wide strategy for a coaching program
• Maintaining direct contact with our Sales, Marketing, New Products, Logistics, Finance & Operations organizations and provide a focal point of contact for people on the subject of Customer Care for Apple Online Store
• Work with the WW Development team to ensure the needs of APAC are included in all training materials at the start of development
• Work with local business owners to assess the training and coaching needs and develop plans and programs to affect positive change in behavior
• Work with Global Instructional Designers on a training Evaluation and Measurement standards
• Manage and develop the team of trainers and coaches
Additional Requirements
Customer-focused, detailed-oriented individuals
Excellent verbal and written communication skills
Ability to work with confidential information
Demonstrated facilitation/presentation skills
Advanced interpersonal skills in presenting information and recommendations in a positive, productive manner
Creative problem solvers
Comfortable working with ambiguity
Comfortable resolving conflict
Strong listening skills (adaptive communication, active listening)
Ability to maintain a positive attitude in high-stress/fast-paced work environment
Drive for results, demonstrates high degree of drive and determination.
Adaptive and flexible to changing technologies, process and environments.
Ability to work and make decisions with minimal supervision
Complex problem-solving capacity (problem solving skills)
Strong organizational skills
Team Player
Apple designs Macs, the best personal computers in the world, along with OS X, iLife, iWork and professional software. Apple leads the digital music revolution with its iPods and iTunes online store. Apple has reinvented the mobile phone with its revolutionary iPhone and App Store, and is defining the future of mobile media and computing devices with iPad device.
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