Regional (RPAC) Vendor Partner Manager - Retail Customer Care

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This position is responsible for operational performance of RCC's outsource vendor (OSV) contact center partners in rest of Pacific region (RPAC). The Partner manager is required to develop and lead initiatives to improve operational performance and customer experience. He / She will manage a team of experienced Vendor Managers (VM). The Partner Manager and VMs will work with Apple internal support groups such as Sales, Services, forecasting and planning, workforce management, training and global vendor strategy team. They are responsible for OSV operational performance.

Description

a) Leadership:

Support VM skill and performance development via structured mentoring and coaching processes, 1:1, team meetings, and performance reviews

Develop and coach VMs on driving performance at assigned OSVs

Seek out opportunities to enhance OSV / VM performance in support of Apple's customers and business objectives.

b) Operational:

Review daily, weekly, monthly and quarterly performance metrics and trending to ensure alignment with contractual and business expectations. If performance metrics are not meeting goal, the Partner Manager will work with VM/s and OSVs to understand root cause and develop action plans to address

Participate in weekly, monthly, quarterly and annual business reviews comprised of Apple and OSV teams

Review and analyse operational data to identify trends and build measurable action plans

Participate in resource planning process to ensure outsource partners are staffed to plan and handling their business in line with stated assumptions

Build positive relationships with Apple internal support groups and provide feedback as appropriate on processes and procedures impacting customers or OSVs

Work closely with Apple internal contact center teams to facilitate knowledge sharing and standard methodology exchange

Address any business operations issues that affect the outsource partner's ability to meet contractual and / or business expectations (ie telecom and data issues, call routing, procedures, reporting, forecast)

Review and implement business initiatives to and from OSVs in compliance with Apple policy

c) Financial:

Review OSV forecasts. Work with VMs and suppliers on staffing discrepancies

Track and approve team travel and expenses for budgetary purposes

Continually seek and implement opportunities to improve efficiencies or quality

Preferred Qualifications

Solid understanding of OSV contracts and negotiation principles

Good understanding of cost and financial accounting principles

COPC Registered Coordination Certification

Minimum Qualifications

Minimum 7 years of shown work experience in large-scale contact center environment including Sales, Customer Service or technical support management across phone, chat and email channels.

Minimum 2 years of direct people-management experience

Proven experience with offshore and work from home contact center operations

Ability to interpret sophisticated business information and perform data analysis to drive measurable results

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.