Workforce Management & Operations Analyst

Sacramento, California, United States
Software and Services


Posted: Nov 8, 2018
Weekly Hours: 40
Role Number: 114366547
Amaze yourself. Amaze the world. A job at Apple is unlike any other you've had. You'll be challenged, inspired and proud. Because whatever your job is here, you are a part of something big. At Apple, great ideas have a way of becoming great products, services, and customer experiences very quickly. Bring passion and dedication to your job -- like everyone here -- and there's no telling what you could accomplish. The Information Systems & Technology (IS&T) team manages key business and technical infrastructure at Apple -- how we take an order online, the experience with technology in our retail stores, how much network capacity we need around the world, the processing of every credit card an iTunes customer uses, and closing the books. This team does it all. The IS&T HelpLine provides technical support to Apple’s employees, contractors, and vendors throughout the world, 24hours a day, 365 days a year. We support Apple’s products and services from hardware to software. We also support Apple’s world-class information technology infrastructure from the data and voice networks to each user’s Mac or iOS device...and everything in between. We are currently looking for a highly motivated, technically savvy Workforce Management & Operations Analyst who has excellent analytic and data visualization skills to join our HelpLine team. This is an extremely fast-paced and highly demanding environment. If you have what it takes, we would like to talk to you.

Key Qualifications

  • Demonstrated competency in dealing with all levels of employees and management to build strong relationships with teams and all organizational customers
  • Possesses the ability to cultivate relationships and work collaboratively while demonstrating integrity
  • Strong quantitative, analytical and technical aptitude skills
  • Ability to work under pressure, meet deadlines and be accountable for performance
  • Ability to multi-task, be detail oriented and demonstrate strong organizational skills
  • Excellent interpersonal skills with team members and all levels of the organization
  • Ability to effectively, accurately and concisely convey thoughts and concepts, and provide information to all organization customers
  • Demonstrated proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action
  • Proven ability to independently, establish priorities and demonstrate good judgment skills
  • Willingness and ability to take the initiative for learning, increasing knowledge and improving skills in a self-directed manner to improve performance and position added-value
  • Ability to adapt and excel as a team player in a fast-paced and change-oriented environment
  • Two or more years of experience in performing WFM functions (specifically real-time management) in a global help desk environment
  • Knowledge and experience in help desk environment
  • Complete understanding of overall operational activities including phone, email and chat
  • Strong working knowledge of Excel and Numbers, and ability to organize/analyze data in a structured manner
  • Capacity Planning experience is preferred
  • Minimum of two years of experience in performing WFM functions (specifically real-time management) in a global help desk environment
  • Ability to perform forecasting in a help desk environment and schedule to those need


The Workforce Management & Operations Analyst is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time (intra-day) management with the purpose of optimizing resources to achieve business objectives. Key functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support global help desk operations. The ability to create forecasting and scheduling to that forecast is crucial. In this role you'll use available business volume forecasts to accurately predict future staffing requirements across multiple job functions within the global HelpLine, then provide specific work schedules to ensure service level objectives are met. You will plays a key role in gathering business requirements, data from multiple sources, and driving Workforce Management practices across all HelpLine operations- with the goal to deliver successful forecasting, scheduling, and management support. This role will interface with all levels of management. You will also expected to conduct research and assist by recommending solutions to increase efficiency and reduce overall operating costs. This position requires some evening and weekend availability as business needs arise. RESPONSIBILITIES: - Analyzes complex business problems and issues using data from internal and external sources to provide insight to decision-makers - Analyzes data relating to volume of inbound calls, scheduling and staffing of the global HelpLine operation - Analyzes past trends, forecasts future volumes, and creates plans to allocate resources to maintain business service levels while minimizing operating costs. - Forecasting FTE requirements for a global operation supporting live chats, calls and emails from multiple locations. - Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with management teams to achieve service level goals / business objectives for a global operation - Constructs forecasts on a daily, weekly, monthly and annual basis for a global operation, to make recommendations and strategic/tactical plans based on business data - Monitors real-time service levels, queue volume, and agent availability to support service level targets. Realigns resources in real-time to optimize coverage and service level needs. Determines best time to conduct off-line activities based on volume. - Generates and releases schedules, and participates in the creation and implementation of new scheduling strategies. Takes proactive steps to ensure schedules meet the demands of the business, including recommending solutions to the management team, adjusting shifts and/or re-prioritizing agent activities. - Integrate schedules and activities, including assessments of resources, resource conflicts, and critical path analyses - Perform schedule variance analysis to effectively manage multiple schedules simultaneously with varying degrees of complexity - Produce daily, weekly and monthly reports of departmental staffing, budgeting and efficiency metrics. - May directly produce datasets and reports for analysis using system reporting tools - Other related duties as assigned

Education & Experience

Bachelor's degree in data analysis, information systems, communications or related discipline

Additional Requirements

  • Work hours are variable. This is a 24/7, 365 days per year environment
  • Weekend and holiday work required at times