Retail Operations Center Realtime Analyst
Austin, Texas, United States
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 delight, engage and encourage – and that by focusing on the smallest of details, we can make big impacts with our customers. Building this environment starts with you! The Retail Contact Center (RCC) focuses on providing an industry-leading, extraordinary experience to every interaction it engages in. As Retail Operations Center (ROC) Support Analysts, we are responsible for supporting the RCC in its quest to provide the ultimate customer experience by providing accurate data analysis, application support, and staffing support. As an ROC Analyst, you provide outstanding operations support as well as evaluate contact center performance. You are highly analytical, detailed-oriented, and technically savvy. You demonstrate these skills by providing high-quality application support to your business partners. You possess a broad understanding of business goals and a keen ability to evaluate events and their potential impact to the business. You possess superb interpersonal skills and are capable of presenting to all levels of the business. You will handle multiple work tasks and accurately prioritize your attention based on business needs. Partnering with multiple support teams (IS&T, Apple Store Operations, Contact Center Management, SAP Support) to ensure application issues are resolved and interval goals for the contact center are met. You possess extraordinary social skills and are able to quickly establish working relationships with the various teams that you support and partner with. Furthermore, the Analyst will have experience with contact center environment, and will be working independently while supporting the ROC team. Must have a flexible schedule and willing to work varied hours and days including overnight and weekends.
- Contact center experience preferred
- Experience working in Fraud analysis preferred
- Strong analytical skills
- Scrupulous attention to detail
- Understanding of statistical measures
- Ability to prioritize multiple tasks concurrently, including complex projects
- Superb communication skills, both verbal and written
- Excellent listening and interpersonal skills
- Outstanding time management and organizational skills with the ability to correctly prioritize work tasks based on business impact
- Working knowledge of ACM, eWFM, Maestro, CMS/CME, CentralStation (ServiceNow), Radar, CCPulse, Automation Scripting, and Microsoft Excel a plus
As Retail Operations Center Support Analysts, we are responsible for performing operational tasks to help support Retail Contact Center business goals. We monitor and report on service levels and contact center volumes to make recommendations for real-time queue management. We advance and track contact center impacting events such as system outages, access issues, and contact volume changes. We facilitate onboarding and offboarding process tasks for all staffing groups within the RCC organization.