Chat Vendor Manager - AMR
Austin, Texas, United States
Support and Service
Imagine what you could do here. At Apple, new ideas 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 you could accomplish. The people here at Apple don’t just craft products - they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires 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. JOB SUMMARY The AppleCare Chat Vendor Management team is seeking a Chat Vendor Manager (VM) to drive the operational performance of outsource contact center partners in the AMR region. Individual Chat Vendor Managers (VMs) engage with assigned sites to own daily, weekly, monthly and quarterly performance, through effective improvement plans and acting as the primary point of contact for Apple on all operational matters. An ideal VM will exhibit personal accountability for performance and ensure their sites are meeting or tracking toward targets. You will join a team of peers who manage multiple outsource contact center sites supporting US, Canadian, and Latin American customers. This team partners with internal groups, including AppleCare contact center management and operations teams, forecasting and planning, workforce management, training, quality and the global chat vendor strategy team to ensure information flows smoothly between Apple and outsource partners. This position can be based at home or on-site either in Austin, TX or Elk Grove, CA.
- Extensive contact center experience of five years or more.
- Experience in the management of outsourced suppliers delivering customer facing support - either on the client or partner side.
- Ability to interpret complex analysis and business information.
- Project management / business process reengineering experience.
- Proven ability to collaborate with regional partners.
- Experience leading complex outsourcing relationships across a wide range of hierarchy levels.
- Effective negotiation skills and the ability to inspire change are also critical attributes
- Because you could potentially work from home, you’ll need the discipline and ability to work remotely from coworkers and management.
OPERATIONAL: - Review daily performance metrics to ensure they are meeting AppleCare business goals and objectives. If the performance metrics are out of spec, you will follow up with the chat vendor and internal Quality teams to understand the issues and to develop action plans with target goals and timelines to address the gaps. - Actively address any business operation issues that affect the chat vendor’s ability to meet AppleCare business goals and objectives, or to adhere to our recommended operational practices. (i.e. telecom and data issues, call routing, operational procedures, reporting and forecast). - Perform weekly, monthly and quarterly review meetings comprised of Apple and chat vendor teams. - Be familiar with the operation of internal sites to ensure that appropriate standard methodologies are identified and shared. - Demonstrate accountability to drive performance improvement by reviewing data regularly, developing strategies and taking proactive actions to identify trends and addressing concerns. - Review, influence and implement business process improvement projects on operations issues to and from the chat vendor. - Provide timely feedback to the appropriate internal groups on Apple programs and procedures that affect the chat vendor’s ability to meet business goals and objectives. - Facilitate periodic Business and Executive Reviews with chat vendor partners. - Lead enterprise-wide performance review calls as required by the business. PROCESS & PERFORMANCE IMPROVEMENT: - Analyze business operations data including all contact center operational metrics and customer satisfaction surveys to identify actionable trends. - Chip in to identify and resolve root cause(s) of operational issues by utilizing a structured process improvement methodology. - Manage multiple deliverables across a range of LOBs and business functions in line with AppleCare goals or seasonal focus areas. PROJECT MANAGEMENT: - Actively identify improvement initiatives and projects. - Represent VM team on ad hoc special projects and programs. - Work closely with internal groups to understand legal, strategic and financial aspects of chat vendor relationships. - Negotiate with internal and external resources for landmarks and expected outcomes. FINANCIAL: - Strong leadership, general eye for business, influence and negotiation skills. - Review chat vendor forecasts and capacity planning assumptions. - Review and approve chat vendor supplemental invoice costs. - Continually seek and implement strategies and initiatives for business improvement and cost efficiency.
Education & Experience
BA/BS Degree in business or related field.
- - Travel Required (20-40%)