Apple
AppleCare Here to Help Sustaining Program Manager
Austin, Texas Area, US - Consumer Electronics
Since 2010 the GPS Team has been working with AppleCare leadership to formalize and prioritize the core activities carried out by key managerial roles in the organization. We now manage four programs supporting the Team Manager, Area Manager, Quality Program Manager and Vendors Manager roles across the AMR, EMEIA, and JAPAC regions. We have produced a set of documented procedures that represent a prescribed percentage of each roles time. We provide measured compliance data against the most important of the those required procedures. The GPS team provides coaching and support to individuals and teams on executing the required procedures and provides training and continuous education workshops to support skills development.
This role can be located in any of the following locations:
•Austin, Texas •Elk Grove, California •Cork, Ireland •Singapore •Shanghai, China
Key Qualifications
- Understanding of Quality Management processes such as Calibration, Joint Call Monitoring, Gauge Panels, and Accuracy
- Comprehensive understanding of H2H attributes.
- Customer feedback is gathering to identify potential areas of improvement.
- Experience Managing projects and programs.
- Comprehensive understanding of Apple products and customer support attributes
- Good Understanding of GPS processes, tools and policies.
- Superior presentation and communication skills
- Experience with process design and documentation
- Strong work ethic and ability to manage multiple projects and meet deadlines and timelines
- At ease engaging with a wide variety of internal and external stakeholders
- Ability to think differently, provide new solutions to old problems and have a “can do” spirit
- Strong attention to detail and ability to prioritize effectively and work independently
- COPC process training preferred
- 3 years or more effectively managing in a contact center environment.
- Existing technical certifications or accreditations a plus
Description
The Here to Help (H2H) program was rolled out in AppleCare contact centers in 2014 to bring a new level of customer focused service expectation to our internal and outsourced partner advisors. We have taken the core aspects of customer service and broken them down to a palette of 21 attributes that can be used measure advisor performance via a quality assessment form. This form is being used to coach advisors to demonstrate behaviors the drive the H2H attributes. The form is also being used by an IQE (Independent Quality Evaluator) to generate a benchmark. This benchmark is being used as a KPI measuring H2H adoption at the site level.
The H2H Sustaining Program Manager is responsible for the ongoing execution , maintenance and development of the H2H Sustaining program. The role will support and coordinate H2H Sustaining activities in the internal contact centers working closely with Business Managers and Snr Area Managers and QPMs. The role will also work with vendor management organizations (VMS and QPMS) to ensure H2H Sustaining is tracking successfully in our partners sites world wide. This role will partner closely with the Strategic Quality Team in the production and publication of adoption benchmark data and will work with the Reporting and Analysis team to provide meaningful information to all stake holders on H2H adoption and success of agreed actions.
In this strategic role, you must understand and be able to demonstrate the principles of supporting your customers to be successful. You will have a fundamental understanding of the H2H program and change management approaches.
Candidates must be self directed and motivated with strong analytical, management and coordination skills to handle a variety of activities and complexities across AppleCare. This role will require you to work as part of a cross-functional team with other business stakeholders. A critical key to success is the ability to gain alignment by proactively partnering with all levels in AppleCare.
The ideal candidate will have extensive experience working in a fast-paced customer contact center environment.
Job Responsibilities
•Manages H2H Sustaining Program worldwide.
•Oversees the production of H2H Sustaining plans in iPerform.
•Manages and oversees the production of the H2H Sustaining Exec Summary and reporting.
•Maintains and updates H2H adoption requirements for contact center Managers world wide.
•Develops Strategic plans for H2H adoption ensuring alignment with business needs and growth
•Reviews and analyzes worldwide performance to identify opportunities for H2H adoption.
•Engages with Worldwide TM/AM/VMGPS program managers on weekly basis to ensure Program intersections are aligned and up to date
•Provides trending analysis on H2H Sustaining progress and performance metrics
•Conducts periodic surveys and roundtables with H2H Sustaining stakeholders to support ongoing improvement of the program
Development Activities
•Through customer consultation, continuously improves and adjusts the H2H Sustaining program
• Through consultation with our reporting and analysis partners, continuously improves the reporting information H2H Sustaining provides to our customers
Communications
•Evangelizes the H2H approach whenever possible and constantly seeks feedback for improvement
•Provides non judgmental observation feedback to our customers, whenever appropriate.
•Liaises with Strategic Quality Org and training teams.
Reporting & Analysis
•Delivers monthly and quarterly executive summaries of the H2H Sustaining program.
•Supplies drill down and supplementary reports to the Exec summaries whenever needed.
•Provides trended analysis to our customers and AppleCare leadership as needed.
Education
BA/BS or MBA degree or equivalent work experience.
Existing technical certifications or accreditations a plus
COPC process training preferre
No salary provided
Posted November 27, 2014 at 08:28AM from LinkedIn http://ift.tt/1uKB3Ep
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