Vendor Partner Manager - Retail Customer Care

Apple; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

A leading technology company in Singapore is looking for a Partner Manager to oversee the operational performance of outsourced contact center partners. The role involves managing a team of Vendor Managers, ensuring alignment with performance metrics, and driving initiatives for improvement. Ideal candidates have at least 7 years of experience in a contact center environment and solid people management skills. Join a diverse team and help enhance customer experiences while working for a company committed to innovation and inclusion.

Qualifications

• Minimum 7 years in large-scale contact center environments.
• Minimum 2 years of direct people-management experience.
• Experience with offshore contact center operations.

Responsibilities

• Develop and lead initiatives to improve operational performance.
• Review performance metrics to ensure contractual alignment.
• Participate in business reviews with OSV teams.

Skills

Data analysis

People management

Operational performance improvement

Customer service management

Job description

Summary

Imagine what you could do here! At Apple, new insights have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what can be accomplished! The people here at Apple don't just craft products - they build the kind of wonder that's revolutionised 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.

This position is responsible for operational performance of RCC's outsourced 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 teams. They are responsible for OSV operational performance.

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.

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.

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.

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.

Preferred Qualifications

• Solid understanding of OSV contracts and negotiation principles.
• Good understanding of cost and financial accounting principles.
• COPC Registered Coordination Certification.

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.