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Apple Workforce Operations Lead Retail Customer Care China, Shanghai 475190413
Yesterday
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Inclusion is a shared responsibility, and we hold ourselves and one another accountable for bringing everybody in.- Onboarding and specialist meta-data management- Service level monitoring including real-time scheduling decisions- Analysis of service level trends across varying contact channels including chat, phone, email, and back office functions- Continuous process improvements to contact routing strategies- Review / build / manipulate forecasts to predict call volume and work load distribution based on an analysis of historical trends and external factors- Responsible for the generation and maintenance of Specialists schedules
- Provide interval, daily, and weekly reporting on performance attainment for major contact center channels. Provide context for situations where performance goals are not achieved, as well as analysis for improving in the future.- Frequently review routing and skilling strategies to ensure operational objectives and management priorities are synchronized and mutually supportive.- Provide project management resources to coordinate complex sets of tasks on short- to medium-range work efforts. Develop staff to ensure appropriate skills throughout project lifecycle.
- Passionate focus on customer experience
- Ability to influence partner and boundary teams through collaboration and data analysis
- Exceptional communication and meeting facilitation skills
- Strong teamwork with a high degree of adaptability
- Role models inclusive leadership behaviors and embraces their responsibility to build, develop and retain diverse teams
- Makes space to listen, learn, and amplify diverse perspectives and experiences
- Confronts barriers to greater inclusion with tenacity, care and commitment
- 5 years' experience in Contact Center Operations or Workforce Scheduling and planning along with 3 years’ experience managing a team
- Experience directly working with Aspect/Alvaria eWFM
- Experience producing reports from raw data via Excel or Numbers into Tableau for decision makings
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