Job Description

Summary

Posted: Aug 9, 2022
Weekly Hours: 40
Role Number:200408339
Imagine what you could do here. At Apple, new ideas 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 you could accomplish. 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 inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it. Retail Customer Care (RCC) focuses on providing an industry-leading, extraordinary experience to every interaction it engages in. As Workforce Operations Analysts, we are responsible for supporting the RCC in its quest to provide the ultimate customer experience by providing accurate data analysis, onboarding support, schedule optimization and staffing support. The Workforce Analyst role requires you to work closely with mixed media contact center and vendor partners to ensure quality standards for schedule generation and support are maintained. You will build schedules and maintain staffing for Retail Customer Care worldwide and minimize customer wait time while balancing service level requirements, operational factors, headcount, employee satisfaction and relief. As a Workforce Analyst, you will learn to navigate a variety of support tools while ensuring effective communication and maintaining the highest level of quality in all tasks. You can quickly grasp record management processes in order to achieve a mastery over a complex database management system used to provision and manage accesses to RCC employees. You possess superb communication and interpersonal skills and are capable of presenting to all levels of the business as well as quickly establish working relationships with the various teams that you support and partner with. You provide superior operations support as well as evaluate contact center performance. You are able to manage multiple work tasks and accurately prioritize your attention based on business needs and are highly analytical, detail-oriented, and technically savvy. You possess a broad understanding of business goals and a keen ability to evaluate events and their potential impact to the business. As a Workforce Operations Analyst, you have experience working in a contact center environment, and you will be successful working independently. You must have a flexible schedule and be willing to work varied hours and days including evenings and weekends.

Key Qualifications

• Experience using call center software - eWFM or equivalent preferred
• Multi-channel support experience - including simultaneous chats, email, phone and back office ticketing systems
• Experience producing reports from raw data via Excel or Numbers, Tableau experience preferred
• Excellent analytical and time management skills with ability and willingness to continue learning
• Independent and works well with little supervision
• Well organized, thorough, and attention to detail
• Familiar with contact center metrics, scheduling principles, and operations
• Demonstrate ability to work effectively with business leadership
• Experience with creation and development of processes and procedures
• Self-motivated, able to prioritize tasks and resolve issues
• Innovative, able to propose creative solutions

Description

As Workforce Operations Analysts, we are responsible for performing operational tasks to help support Retail Contact Center business goals. Including the following: -Review / build / manipulate forecasts to predict call volume and work load distribution based on an analysis of historical trends and external factors. -Assess appropriate staffing levels that are needed on a daily, weekly, and interval basis to achieve target metrics. -Responsible for the generation and maintenance of Specialists schedules -Monitor offline time ensuring service delivery and budgeted shrinkages are accounted for. -Monitor and report on service levels and contact center volumes to make recommendations for real-time queue management. -Monitor all staffing scenarios in a multi-site environment. -Assist in maintenance of Aspect eWFM and Empower workforce management systems. -Assess need and take action to redesign schedules, training plans, etc to meet changes in business objectives. -Partner with Global WFM team to improve skills and knowledge base. -Analysis of productivity, service levels, contact volume and staff trends, providing recommendations as required. -Facilitate onboarding, off-boarding, and access provisioning tasks for all staffing groups within the RCC organization. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Education & Experience

Additional Requirements