AppleCare Vendor Manager
Makati City, National Capital Region, Philippines
Support and Service
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The Asia Pacific Vendor Management are looking for a Vendor Manager in the Philippines. This role will ensure the highest levels of customer satisfaction, technical excellence, quality and consistency at vendor partner sites. The position encompasses both operational and quality dimensions of partner performance, management and review.
Key Qualifications
- 5-10 years of work experience in a contact centre environment including technical support management and customer service management with phone, email and chat solutions in a large inbound contact centre.
- Experience in the management of outsourced suppliers delivering customer facing support for at least 3 years - either on the customer or partner side.
- Understanding of COPC concepts essential with COPC Coordinator certification preferred.
- Familiar with the quality and consistency of OEM technical support, with an understanding of the interdependencies of those dimensions.
- Experience working as part of a virtual team that is geographically dispersed.
- Proven ability to collaborate with regional partners.
Description
The role will create and lead business relationships with our vendor partners to implement support solutions for our customers. The success of our partner performance against defined metrics across multiple sites in the Philippines will be in your scope. You will communicate and gain agreement on mutual goals and objectives and build awareness and support of the strategic benefits of the alliance. You will maintain a collaborative dialogue with the Business, Partner Operations & Vendor manager peers to review the effectiveness of the vendor relationship. You will work with both internal and external partners to identify and implement initiatives to improve productivity and quality; engage as a leader to drive root cause analysis problem-solving approach to quality improvement. As the in-country resource for Apple, you will also:
- Ensure key metrics are collected, have integrity, are understood and acted upon appropriately within the contact centres
- Perform weekly analysis and develop action plans to reduce variation in advisor performance with regard to core metrics that impact customer satisfaction, process compliance and operation efficiency.
- Coordinate with Support Programmes team to ensure the efficient roll-out of new initiatives, driving ongoing improvement of advisor tools, resources, processes, and procedures
- Work with site management, vendor and internal teams to ensure all teams are working toward consistent performance goals and actions are implemented to plan
- Identify, own and foster relationships within the broader AppleCare organisation with particular focus on upstream escalation groups including Customer Relations, Tech Support, Engineering, Forecasting and Capacity planning groups, Quality groups and AppleCare Field Service Managers for the countries your partners support.
- Actively partner with CC operations, Training, Reporting & Analysis and the broader regional WW VM teams.
- Build closer relationships between our vendor partners, internal support sites and other groups that impact the overall customer experience with Apple.
Success will be determined by:
- Delivering results at or above target at partner sites across the WW Contact Centre key metrics. Being on site with our partners is key to your success. You will be required to be for the majority of your working week support the foregoing tasks, and inspect the compliance of the vendor partner in execution of their activities. Time spent away from the site will be by exception.
- Ensuring readiness at vendor sites that delivers the required resources, appropriately trained and available for calls in line with WW and regional planning
- Strong, collaborative communication and partnership with vendor partners, internal teams and AppleCare country management
- A willing and active participation in the global team to drive consistencies and share or adopt best practices.
Education & Experience
- BA/BS degree in Business or related field
- Six Sigma process training and COPC certified preferred
Additional Requirements
- - Proven experience and knowledge of vendor contracts and negotiation principles.
- - Solid understanding of cost and financial accounting principles with the ability to interpret complex analysis, budgeting data and business information.
- Apple is an equal opportunity employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.
- Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.