WW Business Operations Analyst, Apple Retail Contact Center

Santa Clara Valley (Cupertino), California, United States
Operations and Supply Chain

Summary

Posted:
Weekly Hours: 40
Role Number: 200102501
The people here at Apple donʼt just build products — we craft the kind of wonder thatʼs revolutionized entire industries. Itʼs the diversity of those people and their ideas that supports 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 Apple Retail Contact Center is looking for a Business Operations Analyst. The role will be part of the WW Retail Contact Center’s Operations team, with a particular focus on WW performance management and decisions support for Apple Retail Contact Center. The position will have a direct role in leading the performance of key operational metrics for our Retail Contact Centers. The role requires a thorough understanding of contact center sales, service and setup performance metrics and analytics. This position will drive operational performance improvement at vendors and Apple contact center sites. Using data, the role will make operational improvement recommendations and develop performance improvement plans. This position will perform root cause analysis working with contact center management. They will follow a structured process for identifying issues and help the contact centers teams create action plans that will ensure solutions can be measured and evaluated for effectiveness. The position will work to support the Retail Contact Center around the world and will engage with Contact center management, Directors, Vendor Managers, Operations, Strategy, Legal and Finance.

Key Qualifications

  • The qualified candidate must have the following skills and experience:
  • Experience supporting contact centers a plus
  • Experience developing relationships with senior stakeholders
  • Attention to detail and the ability to lead complex processes
  • Effective presentation skills and be able to explain complex data and charts in a concise manner to large audiences
  • Distinctive problem-solving and project management skills
  • Excellent communication and facilitation skills with the ability to work in a highly cross-functional environment
  • An affinity to “talking with numbers”; inherent aptitude to quantify and support conclusions with data
  • Advanced Excel, including the ability to create dynamic models and manipulate large data sets
  • Proficiency with SQL or Tableau a plus
  • Strong work ethic and ability to lead multiple projects and meet deadlines and timelines
  • Ability to maintain a positive attitude in high stress and multitask in an extremely dynamic environment
  • Answer complex questions through data, analysis, and clearly communicate findings to multi-functional teams for direction

Description

- Define, measure and track performance, ensuring end-to-end visibility of metrics, and driving consistency across regions - Perform quantitative analysis that translates data into actionable insights and track and analyze key product usage and team productivity metrics while establishing and implementing new operational frameworks - Overall responsibility in ensuring for the contact center regionally is fulfilling its goals in customer satisfaction and quality performance. - Act as a consultant and provide insights, observations and recommendations to help improve the business - Lead and drive the global Weekly Business Review meetings, and be the main driver for quarter-end review and quarter-start planning activities. Provide forward-looking headwinds, tailwinds, risks and opportunities assessment. - Drive positive engagement with Apple internal Managers (including Site leads, Vendor Managers, Area Managers) - Initiate quality deep dives to identify trends, key root causes affecting quality performance indicators and define and drive quality improvement initiatives. - Collaborate closely with both Site lead, Area Managers and Vendor Managers to drive both strategic and tactical quality initiatives - Business Reviews - Participate, initiate and facilitate business reviews as required. - Perform and develop strategic analysis to help support AOS business goals and solve business problems - Drive performance improvement across the contact center (including internal and external vendors). - Develop effective processes to enable the Online Sales organization to scale expertly and meet sales goals and initiatives - Capture, synthesize and prioritize business needs based on input from sponsors and regional stakeholders - Engage with the business to identify metrics used to measure the success of new programs/projects - Actively seek out expertise from SME’s to assist in making sound decisions. - Ability to identify opportunities to automate and streamline processes - Partner with regional partners to provide input into quarterly and annual business planning - Partner with reporting team to automate and streamline processes related to data management - Partner with Apple Online Store and RCC leadership on capital projects as needed

Education & Experience

Bachelor’s degree, MBA a plus. 5+ years of experience in operations, contact centers, analytics, management consulting, investment banking, corporate strategy, or equivalent experience in a technology company

Additional Requirements