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Apple RCC Workforce Operations Analyst United States, Texas, Austin 999349001
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Description
Review / build / manipulate forecasts to predict call volume and work load distribution based on an analysis of historical trends and external factors for complex staffing groups.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.Upload and maintain forecasts for shrinkage and day of week patterns in a UDM or similar database 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.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.Assist in maintenance of Alvaria eWFM workforce management systems.
Minimum Qualifications
- 4+ years experience in a call center environment, including exposure to scheduling practices or realtime operations, including 2+ years in Workforce Operations
- Experience utilizing contact center metrics, scheduling principles, and operational principles
- Experience with creation and development of processes and procedures related to workforce operations, including scheduling practices and realtime operations
- Experience using call center software - Aspect or equivalent
Preferred Qualifications
- Demonstrates ability to work effectively with business leadership
- Experience producing reports from raw data via Excel or Numbers, Tableau experience preferred
- Excellent analytical and time management skills
- Self-motivated, able to prioritize tasks and resolve issues independently
- Innovative, able to propose creative solutions
- Makes space to listen, learn, and amplify diverse perspectives and experiences
- Bachelor’s degree preferred, or equivalent experience
Additional Requirements
Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.
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