Client Relationship Outsourcing

2 weeks ago

Cork, Cork, Ireland Apple Inc. Full time

Cork, County Cork, Ireland Support and Service
Imagine what you could do here
At Apple, new insights 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 can be accomplished
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 encourages the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts.
Description
This position is responsible for operational performance of RCC's(Retail Customer Care) OSV(outsource vendor) contact center partners in EMEIA.
The Vendor Manager is to manage day to day business execution, lead with strategic directions to gain OSV commitment, callout risk and drive solutions, and develop initiatives to improve operational performance aligned to the customer experience.
You must be a strong team player, a great communicator, and a business savvy individual who has an excellent understanding of the needs and challenges facing today's outsourcing partners and how they fit with Apple's unique customer focus and passion for excellence.
Candidate must be self motivated with strong analytical, management and coordination skills to handle a variety of activities and complexities spanning across the organization.
Candidate must be an effective negotiator and skilled at resource balancing and conflict management.
Candidate must be able to act as a liaison between the business and outsource partners.
A critical key to success is the ability to gain alignment by proactive partnering with all levels across the organization.
Responsibilities
Drive outsourced vendor operational excellence and service delivery by Apple standard,
Primary day to day contact for the vendor with the ability to navigate across all levels across the organization
Align with Apple internal support groups and provide feedback as appropriate on processes, procedures, call drivers, staffing etc
Ability to rapidly synthesize and communicate findings to senior leaders and to actively identify potential issues that can affect performance and experience goals".
Facilitate and review daily, weekly, monthly and quarterly performance metrics to ensure alignment with business expectations
Accountable for vendor ramp readiness including ramp to proficiency planning
Drive initiatives/projects to uplift network performance, either by fixing problems or optimizing to the next level
Minimum Qualifications
Exceptional organization and project management skills
Proven ability to assess business needs, prioritize accordingly, and escalate appropriately
Excellent communication and presentation skills
Proven ability to liaise with business stakeholders
Strong understanding and experience working with outsource vendors
Ability to work with teams based in multiple countries
Passionate about customer experience
Strong analytical and critical thinking skills
Superb communication and interpersonal skills
Can build, grow and develop key cross-functional relationships to be able to influence and drive projects
Ability to make quick decisions and solve complex problems
Demonstrated experience in driving autonomous decisions
Presenting and leading Executive communications
Flexible to travel
Preferred Qualifications
Experience managing OSV partners
Solid understanding of OSV principles
Comfortable with ambiguity and a rapid evolving business environment
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