This position is part of Apple's Sales Planning & Operations division, within the Worldwide Channel Sales Programs (WW CSP) team which is responsible for the customer service of Apple's global retail programs in channel points of sale. Apple's main channel routes to market include Telco, Consumer Electronics, Mass Merchants and mono-brand retail stores.
Currently we have more than 16,000 branded locations in over 100 countries. WW CSP is seeking an experienced Program Manager to join the team to oversee the Channel Contact Center which provides first tier level support for all partner reseller operational issues for these locations. The Contact Center Program Manager will be responsible for planning and driving strategic Channel support programs, ensuring the highest levels of customer satisfaction, technical excellence, quality and consistency. The position encompasses both operational and quality dimensions of partner performance and management.
Extensive contact center management experience of seven years or more. COPC certification desirable.
Experience in the management of outsourced suppliers delivering customer facing support - either on the client or supplier side. Proven ability to set expectations, meet deadlines and ensure accountability to achieve key milestones. Strong business acumen and ability to influence across multiple organizations including executive management Experience in a high volume, fast paced environment and ability to react efficiently to changes in schedules or direction.
Strong understanding of industry benchmarks and track record of exceeding the set benchmarks. Ability to approach improvement opportunities with flexibility and willingness to seek multiple solutions. Excellent numeracy skills with an attention to detail.
Understands and consolidates Channel Program requirements to build contact center support plan. Communicates and gains agreement with internal partners on mutual goals and objectives.
Sets direction with agent training and operations team members to ensure the efficient roll out of new initiatives. Leads business relationships with vendors to implement support solutions, including capacity planning. Drives ongoing improvement of agent tools, resources and processes with the rest of the team, working towards consistent performance goals.
Maintains a collaborative dialogue with the business, vendor and operations to review the effectiveness of the support program. Keeps track and review operational spend against budget at a worldwide level. Performs regular analysis of customer satisfaction, ensuring action plans are in place to achieve Apple's expectations of world class customer experience. Some international travel required (estimated 20%).
BA/BS degree in Business or relevant field. COPC certification desired.