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Apple Vendor Manager Retail Customer Care China, Shanghai 852681698
05.12.2024
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Description
Facilitate and review daily, weekly, monthly and quarterly performance metrics and trending to ensure alignment with business expectations, develop action plans, as requiredDrive initiatives/projects to uplift network performance, either by fixing problems or optimizing to the next levelAll-round ramp plan implementation based on headcount forecast
Minimum Qualifications
- Minimum 5 years of shown work experience in large-scale contact center environment including sales, customer service or technical support management across phone, chat and email channels
- Solid understanding of OSV contracts and negotiation principles
- Strong result-driving capability
- Analytical problem-solving skills
- Well developed oral and written communication skills
- Curiosity on digging into details and extract actionable recommendation to improve customer experience
- Ability to interpret sophisticated business information and perform data analysis to drive measurable results
- Ability to work in a fast paced, challenging environment
- Makes space to listen, learn, and amplify diverse perspectives and experiences
- Actively seeks out opportunities to champion and celebrate inclusion and diversity
- Fluent in both English and Chinese
- Bachelor or above degrees
Preferred Qualifications
- COPC Registered Coordination Certification preferred
- Tableau Analytical Skill is a plus
- BA/BS Degree in Business or related filed
- Flexible to travel
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