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Apple Business Operations Workforce Analyst Retail Customer Care China, Shanghai 419979375
03.08.2024
Description
- 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.- 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.
Minimum Qualifications
- Experience producing reports from raw data via Excel or Numbers, Tableau experience
- Excellent analytical and time management skills with ability and willingness to continue learning
- Multi-channel support experience - including simultaneous chats, email, phone and back office ticketing systems
- Familiar with contact center metrics, scheduling principles, and operations
- Demonstrate ability to work effectively with business leadership
- Self-motivated, able to prioritize tasks and resolve issues
- Innovative, able to propose creative solutions
- Actively seeks out opportunities to champion and celebrate inclusion and diversity
- Makes space to listen, learn, and amplify diverse perspectives and experiences
Preferred Qualifications
- Experience using call center software - eWFM or equivalent
- Experience with creation and development of processes and procedures
- Data scientist or data researcher related working and educational background
- Apple Retail Customer Service or contact center-related experience
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