WW AppleCare WFM Forecasting & Sustaining Program Manager

Sacramento, California, United States
Support and Service


Posted: Nov 1, 2018
Weekly Hours: 40
Role Number: 200005250
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. Your are an experienced manager that is responsible for leading Worldwide AppleCare Workforce Management Forecasting and Sustaining Programs teams while working in a fast paced, dynamic department. Your responsibilities will include forecasting Advisor staffing metrics (i.e. AHT and Relief) within short and long range planning as well as leading WFM projects and successful implementation and sustainment of staffing tools and initiatives. In addition, you will need to utilize your analytical and problem solving skills in a variety of ways to support all aspects of staffing for the AppleCare customer by providing solutions that will drive process improvements, maximize staffing efficiency, and improve overall cost. You should be able to lead a highly strategic team with dynamic strengths and effectively communicate staffing performance and drive relevant staffing metric discussions with leadership and management teams. The role will require you to work closely with multiple partners across the AppleCare organization. This position can be located in Elk Grove, Austin or Cupertino.

Key Qualifications

  • Minimum of 3 years of Management Experience
  • Minimum 5 years experience with Aspect eWFM and eWFM Administrator
  • Complete understanding of Workforce Management process flow including; forecasting, capacity planning, and scheduling
  • Experience with call flow technologies and strategies
  • Intermediate to advanced Microsoft Excel skills
  • SQL and/or Python experience a plus
  • Excellent verbal and written communications skills
  • Ability to present and communicate with different levels of business partners
  • Strong data analysis and understanding of databases
  • Strong Program Management skills
  • Solid ability to effectively organize, prioritize, handle multiple assignments, and meet deliverables under tight deadlines
  • Work cohesively within a team
  • Results oriented, highly driven, with the ability to work independently with minimal supervision


Direct a team of 5 Analysts Drive strategy for staffing tools and metrics to improve AppleCare cost structure Analyze, interpret, and summarize complex data analysis & forecasts relating to call center staffing and technologies Prepare and present reports, forecasts, trends and recommendations across different levels in the organization

Education & Experience

Bachelors Degree or equivalent experience Apple is an Equal Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.

Additional Requirements