RPAC Lead

Retail Customer Care Centre, operationally supporting Apple Store Online (ASO) and Apple Retail Stores (ARS). RPAC Retail Customer Care Centre is a direct channel for Apple focused on driving pre and post sales customer interactions and managing order support related activities across RPAC. The successful candidate is passionately focused on the customer and gets results by creating a learning environment that delivers best-in-class customer experience, drives sales and service excellence and develops programmatic strategies for the ongoing development of the team.

You are responsible for owning the daily operations of a large internal contact centre, and leading a team of supporting Managers, and a network of outsourced partners to support business needs throughout the year.

The position requires strategic leadership, people development, tactical execution of new and existing programs, and cross organisation partnership (both regionally and globally). Inclusion is a shared responsibility and we hold ourselves and one another accountable for bringing everybody in.

Description

As the RPAC RCC lead, you will be working in a matrix environment where you are responsible for driving RPAC RCC business excellence through partnership with regional ASO, ARS, Operations and AppleCare etc.

Responsibilities includes not limited to;

・Lead and manage a large organisation of management and specialist teams across Sales and Support functions, and outsource vender management.

・Drive overall network performance (both internal and external) across RPAC to meet sales, service and support goal attainments by markets.

・Partner with RCC Business Operations team to plan and execute all staffing strategies in accordance with forecasting, staffing and planning, workforce management, utilisation and attainment goals. This includes includes supporting ramp activities- onboarding & off boarding process.

・Collaborate with both global and regional partners on strategic focus areas and priorities to drive region wide solutions that are scalable across the GEOs.

・Leverage on "Voice of Customers" and quality matrices to drive continuous improvement from a scale, efficiency and experience standpoint.

・Champion a weekly, monthly and quarterly review cadence and management system where performance is closely tracked and actions are promptly taken for opportunities identified.

・Lead with values- cultivate a positive and motivating work environment by promoting collaboration, teamwork, inclusion and diversity, with a strong focus on employee engagement and experience.

Preferred Qualifications

Strong collaboration skills with experience leading large regional organisations

Strong analytical ability and decision making skills

Adaptability and agility to learn, evolve and thrive in a rapidly changing landscape

Role models inclusive leadership behaviors and embraces responsibility to build, develop and retain diverse teams

Makes space to listen, learn, and amplify diverse perspectives and experiences

Confronts barriers to greater inclusion with tenacity, care and commitment

Minimum Qualifications

Minimum 7-10 years senior management experience in a Customer Service / Contact Centre or equivalent

Experience working for a global organisation within the technology sector

Knowledge and experience in an e-commerce environment

Ability to motivate and influence in a matrixes environment

Excellent communication skills, verbal and written

Operations and cost management experience

Apple is an equal opportunity employer that is committed to inclusion and diversity. Apple provides reasonable accommodations to applicants with disabilities and in accordance with local requirements. Apple is a drug-free workplace.