Workforce Analyst, Retail Customer Care
Summary
At Apple, we believe that hard work, a fun environment, creativity and innovation fuel the ultimate customer experience. We believe each customer interaction is an opportunity to surprise & delight. By focusing on the smallest of details, we can make a big impact with our customers. Building this environment starts with you!
Inclusion is a shared responsibility, and we hold ourselves and one another accountable for bringing everybody in.
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 Senior Workforce Analyst plays a critical role in driving the operational efficiency of the Retail Customer Care (RCC) worldwide by collaborating with mixed media contact centers, business leaders and vendor partners. You’ll ensure high quality in schedule generation, monitor staffing strategies globally, and balance service level requirements with operational and employee satisfaction goals.
Description
As Senior Workforce Operations Analysts, we are responsible for performing operational excellence to drive Retail Contact Center business goals.
Responsibilities
- Lead the review and creation of complex forecasting & assumption model, incorporating external factors and historical trends.
- Assess and manage daily, weekly, and interval staffing levels to achieve optimal service goal metrics.
- Oversee and adjust schedules, ensuring alignment with changing business needs.
- Monitor and analyze real-time data for service level management and budgeted shrinkages, making strategic recommendations.
- Champion in maintenance of Aspect eWFM and empower workforce management systems.
- Assess need and take action to redesign schedules, training plans, etc to meet dynamic changes in business objectives.
- Analysis of productivity, service levels, contact volume and staff trends, providing recommendations as required.
- Partner with global teams to support global level WFO projects and capital projects, able to articulate regional point of views with global vision & perspective.
- Mentor new hire and rotational analysts and facilitate training process improvements within the WFO framework & documentations.
Minimum Qualifications
- Advanced experience with call center software (e.g., eWFM, Aspect) and managing multi-channel support.
- Proven track record in producing reports and insights using Excel, Tableau, or similar tools.
- Deep understanding and knowledge of contact center metrics, scheduling principles and operational strategies.
- Excellent analytical skills with experience in process development and data-driven decision-making.
- Familiar with contact center metrics, scheduling principles and realtime operations
- Self-motivated, able to prioritize tasks and resolve issues with little supervision.
- Makes space to listen, learn, and amplify diverse perspectives and experiences.
- Actively seeks out opportunities to champion and celebrate inclusion and diversity.
Preferred Qualifications
- Strong data visualization skills with experience using tools like Tableau to identify trends and draw actionable conclusions.
- Excellent communication and presentation skills (written and verbal), with the ability to clearly communicate complex information to diverse audiences, including stakeholders at various levels.
- Strong critical thinking and problem-solving skills, with a demonstrated ability to identify root causes and develop effective solutions.
- Experience in process optimization, with a focus on driving efficiency and innovation.
- Proven ability to manage multiple projects concurrently, prioritize effectively and consistently meet deadlines in a fast paced environment.
Apple is an equal opportunity employer that is committed to inclusion and diversity, and thus we treat all applicants fairly and equally. Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.