Job Description

In this role, you will be part of the Global Business Operations team, with a particular focus on APAC Retail Contact Center performance and decision support for Apple's Global Retail Customer Care. You will have a direct role in influencing the performance of key operational metrics while collaborating with your peers across the world. The role requires a thorough understanding of Contact Center performance metrics, process improvement analytics. You will drive operational performance improvement at vendors and Apple contact center sites. Using data, you will make operational improvement recommendations and develop performance improvement plans. You will perform root cause analysis working with contact center management. You will follow a structured process for identifying issues and help the contact centers teams create action plans that will ensure solutions can be measured and evaluated for effectiveness. The position will work to support the Retail Contact Center sites in APAC and will interact with Contact Center management, Directors, Vendor Managers, Operations, and Optimization.

Key Qualifications Key Qualifications

• Ability to answer complex questions through data, analysis, and clearly communicate findings to cross-functional teams.
• Attention to detail and the ability to handle complex processes.
• Distinctive problem-solving skills and project management skills.
• An affinity to "talking with numbers"; inherent aptitude to quantify and support conclusions with data.
• Advanced Excel, SQL and Tableau knowledge required.
• Experience in performing statistical modeling and analysis, knowledge in Python, R is a plus.
• Excellent communication, presentation skills and ability to explain complex data and charts in a concise manner.
• Ability to maintain a positive attitude in high stress situations and multitask in an extremely dynamic and cross functional environment.
• Strong work ethic and ability to lead multiple initiatives and meet deadlines and timelines.
• Experience in and knowledge of Contact Center metrics, processes and reporting tools a plus.

Description Description

• Define, measure and track performance, ensuring end-to-end visibility of metrics, and driving consistency across regions . Perform quantitative analysis that translates data into actionable insights and track and analyze key performance metrics while establishing and implementing new operational frameworks. . Drive positive engagement with functional teams and your peers to support both strategic and tactical initiatives. . Business Reviews - Participate, initiate and facilitate business reviews as required. . Support the development of specific performance dashboards to deliver insights the business expects. Reduce over complication of data and assist in streamlining reporting to ensure accuracy and integrity of data . Engage with the business to identify metrics used to measure the success of new programs/ projects and identify opportunities to automate and streamline existing processes . Partner with BI team to automate and streamline processes related to data management, partner with Apple Online Store and RCC leadership on capital projects

Education & Experience Education & Experience

Bachelor's degree in mathematics, finance, statistics, economics or other quantitative area, Master Degree a plus. 5+ years of experience in operations, analytics, management consulting, corporate strategy, or equivalent experience in a technology company.