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Apple Workforce Operations Analyst Singapore 78255393
06.06.2024
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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.
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
Education & Experience
BA/BS degree and/or 3-5 years experience in a customer service/support operations
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