Retail Contact Centre Readiness Program Manager

Singapore, Singapore, Singapore
Support and Service

Summary

Posted: 4 Dec 2018
Weekly Hours: 40
Role Number: 200012189
The Retail Commerce & Digital Experience Team is passionate about providing outstanding pre and post-sales support to our customers. We are seeking an experienced leader to ensure all people, processes and technologies are aligned for both internal and external contact centres for product, program and project launches. This skilled individual needs to have a deep understanding of contact centre activities and will work cross-functionally to support an exceptional end-to-end customer experience. The ideal candidate should be equal parts leader, project manager and creative thinker. A successful candidate will be able to identify, define and drive call centre readiness launch strategies, provide guidance to support Apple policies, resolve complex issues and support positive customer and employee engagement with Apple. The candidate will be able to determine necessary communication, training and policy creation requirements required for a successful launch. The Readiness Program Manager will manage an efficient contact centre escalation path for identifying and resolving program/product launch issues. The role will require cross-functional coordination to identify and implement ongoing improvements to internal processes and tools to support business efforts. The candidate will team closely with internal worldwide business partners across multiple organisations. The job demands working under aggressive timelines to support broad and diverse project profiles with limited pre-disclosure. Non-standard business hours and some travel will be required.

Key Qualifications

  • ormally requires 3+ years of hand-on experience in product, project or program management or order fulfilment in a high-tech environment
  • Experience in contact centre environment and fulfilment operations a plus
  • Excellent communication skills - written and verbal - including presentation skills
  • Interpersonal savvy when interacting with internal partners and virtual team members
  • Extraordinary customer service commitment

Description

Essential Duties and Responsibilities: Maintain integrity of projects through high level of confidentiality Provide leadership and ongoing feedback to support product, program and project readiness to ensure all call centre specialists are prepared Implement standardisation across all regions for readiness initiatives Coordinate and lead localised command centres for internal and external leadership during key launches, including determining and assigning roles and responsibilities Analyse data, specialist feedback, and NPS results to capture emerging trends and learnings for readiness improvements Simplify complex concepts for specialists and customers, create content when required Clearly communicate status throughout project against objectives, identifying risks and opportunities, up, down and across the organisation Lead the strategic direction and implementation with a focus on quality, efficiency and an exceptional customer experience Support the expansion of Apple Retail into new countries Evaluate emerging opportunities against financial goals, build and present business cases, and test as appropriate Interface with Customer Experience, Call Centre Leadership, RCC Strategy, Process Improvement, Retail Fulfilment Operations, and business stakeholders to develop strategies to support the customer Provide leadership, standardisation, and strategies to support worldwide teams Develop KPIs, scorecards, and internal processes to reduce cost and drive business improvements Conduct cross-functional reviews with key team members and specialists to drive global strategy improvements for readiness

Education & Experience

Bachelors degree preferred or equivalent experience

Additional Requirements