Business Operations Workforce Analyst, Retail Customer Care
Shanghai, Shanghai, China
Support and Service
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 surprise & delight. By focusing on the smallest of details, we can make a big impact with our customers. Building this environment starts with you!
Inclusion is a shared responsibility, and we hold ourselves and one another accountable for bringing everybody in.
Retail Customer Care (RCC) focuses on providing an industry-leading, extraordinary experience to every interaction it engages in. As Workforce Operations Analysts, we are responsible for supporting the RCC in its quest to provide the ultimate customer experience by providing accurate data analysis, onboarding support, schedule optimization and staffing support.
The Workforce Analyst role requires you to work closely with mixed media contact center and 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 Retail Customer Care worldwide that will minimize customer wait time while stabilizing service level requirements, operational factors, headcount, employee satisfaction and relief.
Key Qualifications
- Experience using call center software - eWFM or equivalent preferred
- Multi-channel support experience - including simultaneous chats, email, phone and back office ticketing systems
- Experience producing reports from raw data via Excel or Numbers, Tableau experience preferred
- Excellent analytical and time management skills with ability and willingness to continue learning
- Familiar with contact center metrics, scheduling principles, and operations
- Demonstrate ability to work effectively with business leadership
- Experience with creation and development of processes and procedures
- Self-motivated, able to prioritize tasks and resolve issues
- Innovative, able to propose creative solutions
- Makes space to listen, learn, and amplify diverse perspectives and experiences
- Actively seeks out opportunities to champion and celebrate inclusion and diversity
Description
As Workforce Operations Analysts, we are responsible for performing operational tasks to help support Retail Contact Center business goals. Including the following:
- Review / build / manipulate forecasts to predict call volume and work load 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 Specialists 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 RCC organization.
Education & Experience
Additional Requirements
- We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.