Summary

Posted: Feb 10, 2021

Weekly Hours: 40

Role Number:200222044

Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, an...Summary

Summary

Posted: Feb 10, 2021

Weekly Hours: 40

Role Number:200222044

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

• Review complex tasks completed by vendor partners to ensure schedules are aligned to meet customer demand, training and large events are scheduled appropriately, processes and procedures are applied accurately.
• Collaborate with peers within the team as well as our vendor partner to resolve complex issues.
• Track and report trends that affect quality or timeliness of tasks assigned to our vendor partner. Compile and action feedback on vendor performance.
• Drive and implement process change across the team and with our vendor partner that improve and increase efficiency and productivity.
• Support the WFM team by crafting new processes and process improvements while assisting with scheduling tasks.
• Analyze, interpret and summarize complex data relating to call center staffing and technologies. Provide analysis to identify staffing gaps, provide recommendations, and drive efficiency.
• Intermediate to advanced Microsoft Excel skills.
• Excellent verbal and written communications skills.
• Proven ability to effectively coordinate, prioritize and balance multiple assignments and meet deliverables under tight deadlines.
• Results oriented, highly motivated self starter with the ability to work independently and also cohesively within a team.

The WFM team is responsible for building and maintaining staffing for AppleCare Advisors that will minimize customer wait time while factoring in service level agreements, operational parameters, headcount and relief while ensuring efficient queue coverage by collaborating closely with businesses partners on all non-productive activities within an Advisor's schedule for internal sites (i.e. trainings and group events).

Education & Experience

Bachelor's Degree or 2 or more years work experience

Additional Requirements