Realtime Coordinator
苹果电脑贸易（上海）有限公司
- 公司性质：外资(欧美)
- 公司行业：计算机软件
职位信息
- 发布日期：2017-03-20
- 工作地点：上海-浦东新区
- 招聘人数：1人
- 学历要求：本科
- 语言要求：日语 精通
- 职位月薪：10-15万/年
- 职位类别：其他
职位描述
职位描述：
JOB SUMMARY
The Realtime Coordinators (RTC) drive realtime efficiency in AppleCare’s contact centers, focusing on staffing, schedule adherence and monitoring realtime contact center performance. This position primarily focuses on Japan.
KEY QUALIFICATIONS
- Contact center experience, ideally in a workforce management or technical support position.
- Excellent verbal and written Japanese communication skills. Comfortable running business meetings and
presenting in Japanese.
- Customer service approach and work ethic. Able to positively partner and engage internal customers.
- Experience or related knowledge of troubleshooting iMacs and consumer grade home Internet.
- Able to keep composure and prioritise in a fast-paced work environment.
- Flexible working hours, able to work shifts/weekends.
DESCRIPTION
The AppleCare Operations team aims to deliver world-class support for AppleCare contact center staff and outsourced vendors in support of Apple’s business goals.
This role within AppleCare Operations partners with contact center managers and Advisors to support schedule adherence of the internal Advisor population in realtime, handling requests for today and tomorrow. RTC Analysts work closely with the Network Operations Center (NOC) and Workforce Management (WFM) teams to support the overall goal of maintaining healthy service levels in support of Apple customers. Additionally this role provides front-line support for Advisors and managers having technology issues in a home working environment.
Responsibilities for this role include:
- Provide native language realtime support to contact center staff. These staff are based in a home environment in Japan.
- Monitor realtime schedule adherence and compliance using the Aspect RTA tool, escalating to management when appropriate. Identify and respond to staffing deviations observed in the network.
- Provide front-line technical support to Advisors based at home experiencing system issues causing downtime.
- Presenting and/or running Operations meetings with contact center business management.
- Assist with localisation work and other AppleCare Operations duties as assigned.
ADDITIONAL REQUIREMENTS
- Comfortable working both technical and non-technical tasks, sometimes concurrently.
- Strong work ethics, perseverance and flexibility. Able to fit in a culturally diverse working environment. - Experience working in Japan and/or home-based contact center models.
- Basic experience working with or troubleshooting corporate VPN connections is a plus.
- Fluency in another regional language such as English, Korean or Mandarin is a plus.
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JOB SUMMARY
The Realtime Coordinators (RTC) drive realtime efficiency in AppleCare’s contact centers, focusing on staffing, schedule adherence and monitoring realtime contact center performance. This position primarily focuses on Japan.
KEY QUALIFICATIONS
- Contact center experience, ideally in a workforce management or technical support position.
- Excellent verbal and written Japanese communication skills. Comfortable running business meetings and
presenting in Japanese.
- Customer service approach and work ethic. Able to positively partner and engage internal customers.
- Experience or related knowledge of troubleshooting iMacs and consumer grade home Internet.
- Able to keep composure and prioritise in a fast-paced work environment.
- Flexible working hours, able to work shifts/weekends.
DESCRIPTION
The AppleCare Operations team aims to deliver world-class support for AppleCare contact center staff and outsourced vendors in support of Apple’s business goals.
This role within AppleCare Operations partners with contact center managers and Advisors to support schedule adherence of the internal Advisor population in realtime, handling requests for today and tomorrow. RTC Analysts work closely with the Network Operations Center (NOC) and Workforce Management (WFM) teams to support the overall goal of maintaining healthy service levels in support of Apple customers. Additionally this role provides front-line support for Advisors and managers having technology issues in a home working environment.
Responsibilities for this role include:
- Provide native language realtime support to contact center staff. These staff are based in a home environment in Japan.
- Monitor realtime schedule adherence and compliance using the Aspect RTA tool, escalating to management when appropriate. Identify and respond to staffing deviations observed in the network.
- Provide front-line technical support to Advisors based at home experiencing system issues causing downtime.
- Presenting and/or running Operations meetings with contact center business management.
- Assist with localisation work and other AppleCare Operations duties as assigned.
ADDITIONAL REQUIREMENTS
- Comfortable working both technical and non-technical tasks, sometimes concurrently.
- Strong work ethics, perseverance and flexibility. Able to fit in a culturally diverse working environment. - Experience working in Japan and/or home-based contact center models.
- Basic experience working with or troubleshooting corporate VPN connections is a plus.
- Fluency in another regional language such as English, Korean or Mandarin is a plus.
职能类别： 其他
公司介绍
Passion works here.
The people here at Apple don’t just build products — they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that encourages the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it.
Imaging what you could do here. At Apple, creative ideas have a way of becoming wonderful products, services, and customer experiences very quickly. Bring passion and dedication to your job and there＇s no telling what you could accomplish.
The people here at Apple don’t just build products — they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that encourages the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it.
Imaging what you could do here. At Apple, creative ideas have a way of becoming wonderful products, services, and customer experiences very quickly. Bring passion and dedication to your job and there＇s no telling what you could accomplish.