RCC Workforce Operations Analyst

Summary

Posted: Dec 9, 2024

Role Number:200582443

Imagine what you could do here! The people here at Apple don't just create 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. At Apple, inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work. Join Apple, and help us leave the world better than we found it! Here on the Apple Store Online team, we are responsible for Apple's largest store. Our main goal is to deliver a magical, personal digital experience where customers can shop, buy and learn everything Apple, wherever they are. Each customer should feel like they are our only customer and our job is to set the bar for the experience they receive. To run such an extraordinary store, it takes extraordinary people, and we are looking for a Workforce Operations Analyst to help us do extraordinary things. 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. In addition, you will navigate a variety of support tools while ensuring effective communication and maintaining the highest level of quality in all tasks. You will be working in a fast paced, dynamic department that is responsible for building schedules and maintaining staffing for Retail Customer Care worldwide that will minimize customer wait time while stabilizing service level requirements, operational factors, headcount, employee satisfaction and relief.

Description

Workforce Operations Analysts are responsible for performing operational tasks to help support Retail Customer Care 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 for complex staffing groups. 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. Upload and maintain forecasts for shrinkage and day of week patterns in a UDM or similar database 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. 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. Assist in maintenance of Alvaria eWFM workforce management systems. Assess need and take action to redesign schedules, training plans, etc to meet changes in business objectives. Contributes to an inclusive environment through respecting each others' differences and having the curiosity to learn Demonstrates Apple's values of inclusion and diversity in daily activities and actively seeks out opportunities to champion and celebrate

Minimum Qualifications

• 4+ years experience in a call center environment, including exposure to scheduling practices or realtime operations, including 2+ years in Workforce Operations
• Experience utilizing contact center metrics, scheduling principles, and operational principles
• Experience with creation and development of processes and procedures related to workforce operations, including scheduling practices and realtime operations
• Experience using call center software - Aspect or equivalent

Preferred Qualifications

• Demonstrates ability to work effectively with business leadership
• Experience producing reports from raw data via Excel or Numbers, Tableau experience preferred
• Excellent analytical and time management skills
• Self-motivated, able to prioritize tasks and resolve issues independently
• Innovative, able to propose creative solutions
• Makes space to listen, learn, and amplify diverse perspectives and experiences
• Bachelor's degree preferred, or equivalent experience

Additional Requirements

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• Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant.