Workforce Operations Analyst
Singapore, Singapore, Singapore
Operations and Supply Chain
Apple’s Strategic Data Solutions (SDS) team is looking for a humble and influential Workforce Operations Analyst to manage scheduling and real time operations for a growing Fraud Investigator team. The ideal candidate is detail oriented, passionate about empowering the team, and excited to build organizational processes from the ground up.
SDS is a values-based organization that continually strives to maintain a culture of high performance. Our core mission at Apple is to build and deliver exceptional analytic solutions by leveraging machine learning and decision automation that help mitigate risk and monetary losses, optimize internal operations, and improve Apple's customer experience. This role will work directly with a cross-functional team of program and project managers, machine learning engineers, business analysts, and attribution experts.
Key Qualifications
- Experience and/or knowledge of customer support/service or call center best practices
- Strong knowledge of workforce management tools and best practices
- Experience establishing and documenting improved efficiencies in workflow and system processes.
- Ability to create well-organized, accurate, and concise material and work documentation for organizational use
- Experience applying analytical techniques to provide solutions to real business problems
- Experience eliciting business requirements and executive metrics
- Strong communications skills (written and verbal)
- Strong interpersonal skills with ability to connect and develop strong partnerships
- Experience with SAP, spreadsheet management, and Keynote
- A Good Candidate Should Also Have…
- Creativity to go beyond current tools to deliver best solution to the problem
- Inquisitiveness and a desire for continued self-improvement and development of new skills
- Comfort working independently and making key decisions on projects
- Ability to tell meaningful stories with data
Description
• Review / build / manipulate forecasts to predict order volume and workload distribution based on an analysis of historical trends and external factors.
• Assess appropriate staffing levels that are needed on a daily, weekly, and interval basis to achieve target metrics.
• Responsible for the generation and maintenance of Investigator schedules.
• Monitor offline time ensuring service delivery and budgeted shrinkages are accounted for.
• Monitor and report on service levels and contact center volumes to make recommendations for real-time queue management.
• Monitor all staffing scenarios in a multi-site environment.
• Assist in maintenance of Aspect eWFM and Empower workforce management systems.
• Assess need and take action to redesign schedules, training plans, etc to meet changes in business objectives.
• Partner with Global WFM team to improve skills and knowledge base.
• Analysis of productivity, service levels, contact volume and staff trends, providing recommendations as required.
• Facilitate onboarding, off-boarding, and access provisioning tasks for all staffing groups within the organization. We are an equal opportunity employer and value diversity at our company.
Education & Experience
BA/BS degree and/or 3-5 years experience in a customer service/support operations