WW AppleCare Workforce Analyst

Austin, Texas, United States
Support and Service

Summary

Posted:
Weekly Hours: 40
Role Number: 200100345
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. The Workforce Analyst role will require you to work closely with vendor partners to ensure quality standards for schedule generation and support are maintained. In addition, 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 will be working in a fast paced, dynamic department that is responsible for building schedules and maintaining staffing for AppleCare Advisors worldwide that will minimize customer wait time while stabilizing service level requirements, operational factors, headcount, employee satisfaction and relief. This position can be based in Austin, TX. or Elk Grove, CA.

Key Qualifications

  • 2+ years experience with scheduling software (Aspect eWFM experience preferred)
  • Understanding of Workforce Management process flow including forecasting, capacity planning and scheduling
  • Excellent written and verbal communication skills
  • Ability to express thoughts in clear and concise manner
  • Microsoft Excel work experience with intermediate to advanced proficiency
  • Proven ability to effectively organize, prioritize and handle multiple assignments simultaneously and meet deliverables under tight deadlines
  • Ability to work cohesively as a team member and as an individual contributor
  • Results-oriented, diligent and works with a sense of urgency
  • Strong data and root cause analysis experience
  • A self-starter with the ability to learn, evaluate, and critically analyze processes and procedures
  • Ability to work a flexible schedule and holidays to support a worldwide organization covering 24x7 operation

Description

Review complex tasks completed by vendor partner to ensure schedules are aligned to meet customer demand, training and large events are scheduled appropriately and processes and procedures are applied correctly. Collaborate with peers within the team as well as vendor partner to resolve complex issues. Track and report trends that affect quality or timeliness of tasks assigned to vendor partner. Compile and action feedback on vendor performance. Drive and implement processes across the team and vendor partner that improve and increase efficiency and productivity. Support the WFM team by creating new processes, process improvements, and assist with scheduling tasks. Generate and maintain optimal schedules that meet customer demand utilizing Aspect eWFM tool while adhering to defined timelines, processes and operational factors. Provide analysis to identify staffing gaps, provide recommendations, and drive productivity. Analyze, interpret and summarize complex data relating to call center staffing and technologies.

Education & Experience

Bachelor's Degree or 2 or more years work experience

Additional Requirements