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Apple AppleCare Vendor Manager Philippines, Makati 388203628
30.05.2024
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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: 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.
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.
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.
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