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This position is responsible for operational performance of RCC's(Retail Customer Care) OSV(outsource vendor) contact center partners in Japan.
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.
A critical key to success is the ability to gain alignment by proactive partnering with all levels across the organization.
Description
Drive outsourced vendor operational excellence and service delivery by Apple standard
Align with Apple internal support groups and provide feedback as appropriate on processes, procedures, call drivers, staffing etc
Facilitate and review daily, weekly, monthly and quarterly performance metrics and trending to ensure alignment with business expectations, develop action plans, as required
Drive initiatives/projects to uplift network performance, either by fixing problems or optimizing to the next level
All-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
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 Japanese
Preferred Qualifications
Solid understanding of OSV contracts and negotiation principles
COPC Registered Coordination Certification preferred
Tableau Analytical Skill is a plus
BA/BS Degree in Business or related field
Flexible to travel
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Yokohama Apple Full time￥500,000 - ￥1,000,000 per yearThe Vendor Manager is responsible for operational performance of RCC's contact center partners in Japan, managing day-to-day business execution and leading strategic directions to gain OSV commitment. · ...
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神奈川県 横浜市, AppleThis position is responsible for operational performance of RCC's(Retail Customer Care) OSV(outsource vendor) contact center partners in Japan. · The Vendor Manager is to manage day to day business execution, lead with strategic directions to gain OSV commitment, callout risk and ...
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