RPAC Lead Retail Customer Care

Apple; Singapore; On-site; SGD 100,000 - 120,000; Full time

Job summary

A global technology company in Singapore is seeking a Senior Management role in Customer Service. The candidate will lead a large team across Sales and Support functions, driving operational excellence and employee engagement. Applicants should have 7-10 years of senior management experience and experience in the technology sector, with strong analytical and communication skills.

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.

Responsibilities

• Lead and manage a large organisation across Sales and Support functions.
• Support staffing strategies and workforce management.
• Drive continuous improvement in performance and employee engagement.

Skills

Customer Service Management

Matrix Management

Analytical Skills

E-commerce Experience

Excellent Communication

Operations Management

Collaboration and Teamwork

Inclusive Leadership

Job 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 overall network performance (both internal and external) across RPAC to meet sales service and support goal attainments by 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 with both global and regional partners on strategic focus areas and priorities to drive region wide solutions that are scalable across the on Voice of Customers and quality matrices to drive continuous improvement from a scale efficiency and experience a weekly monthly and quarterly review cadence and management system where performance is closely tracked and actions are promptly taken for opportunities 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.

• 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
• 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

Key Skills

Bidding,Business Solutions,ABAP,Business Operations,Business Sales,Corporate Marketing

Employment Type : Full-Time

Experience : years

Vacancy : 1