Istore Technical Desk- Regional Operations Manager
6 days ago
To provide analyses, support, training, mentoring and escalation advice to the iStore Technical desks and Senior Support Consultants. With a focus on technical skills, customer experience and adherence to polices and procedures at the Technical Desk and the in-store iOS repair centres.
To ensure the day to day compliance of policies and procedures across their assigned regions are enforced, monitored, formally reported and regularly audited via onsite and offsite audits to limit risk and create continuity across the regions.
To ensure optimal Standard Operating Procedures (SPO's) and process across all tech desks and linking into Service Centre and Apple Care.
**Key Performance Areas**
- iStore Service and Support
- On site visits (iStore, Service Centre and Call Centre)
- Process and Procedures and Compliance
- Reporting and Analysis
- Apple Compliance Product Certification, ATLAS Training Courses, GSX Articles and Service News
- Customer Service
- Leadership
**Requirements**:
- Matric
- 5 years in a team management role and proven track record in technical support
- At least, 3 years in the Apple technical field
- the iStore is ideal
- Relevant Apple certifications
- Relevant tertiary technical qualification
- Apple iOS Certified (ACIT) or similar technical qualification
**Core Competencies**
- Building relationships
- Presentation skills
- Excellent communications skills both written and oral
- Leadership and management of teams
- Service focused
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