Apple
Job title:
AppleCare Support Partner Operations Manager
Company
Apple
Job description
This position is responsible for operational performance of AppleCare’s outsource vendor (OSV) contact center partners in the EMEIA region. The Partner Operations Manager (POM) is to develop and lead initiatives to improve operational performance aligned to the customer experience and manage a team of experienced Vendor Managers (VM). While POMs and VMs partner with Apple internal support groups such as forecasting and planning, workforce management, training, quality and global vendor strategy, they are responsible for OSV operational performance. Key deliverables of the POM role are: development and support of the vendor managers; ensuring high levels of team collaboration and performance in addition to driving supplier performance and contractual adherence in line with AppleCare’s outsourcing strategy. Activities include handling individual 1:1s, leading team meetings and support initiatives with VMs; maintaining coordinated OSV relationships at operational level, leading workflow efficiencies, assessing vendor performance and metrics, and driving their team to execute on performance improvement as the need arises. As a senior member of the EMEIA leadership team, the POM will also work closely with internal groups and project teams to identify and lead performance improvement initiatives as well as execute regional strategic and tactical plans in support of Apple’s customers. The ability to work independently or as part of a team to leverage data and business intelligence to proactively seek out improvement opportunities, identify actions, set goals and track to completion is critical to success in this role. This position will be located on site in Cork, Ireland.
Key Qualifications Key Qualifications
- Minimum 7 years of shown work experience in large-scale contact center environment including technical support and / or customer service management across phone, chat and email channels. To include minimum of 2 years direct people-management experience
- Solid understanding of OSV contracts and negotiation principles
- Good understanding of cost and financial accounting principles
- Ability to interpret sophisticated business information and perform data analysis to drive measurable results
- COPC Registered Coordination Certification preferred
Description Description
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 – Regularly seek out opportunities to enhance OSV / VM performance in support of Apple’s customers and business objectives – Collaborate with regional POMs to support ongoing improvement of team processes, team development and engagement and inclusion and diversity initiatives Operational – Review daily, weekly, monthly and quarterly performance metrics and trending to ensure alignment with contractual and business expectations. If performance metrics are out of spec, the POM 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 analyze operational data to identify trends and build measurable action plans – Participate in capacity 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 share 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 critical issues to and from OSVs in compliance with Apple policy Financial – Review OSV forecasts. Work with VMs and suppliers on staffing discrepancies – Work with VMs and Finance team to resolve any invoice discrepancies – Review and approve change management requests and OSV invoices – Track and approve team travel and expenses for budgetary purposes – Continually seek and implement opportunities to improve efficiencies or quality
Education & Experience Education & Experience
BA/BS Degree in Business or related field preferred
Expected salary
Location
Cork
Job date
Fri, 02 Feb 2024 23:58:22 GMT
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