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Job details
 
Company: Apple Inc.
Contact Name: Apple Inc.
URL: http://www.apple.com/jobs
 
Job Title: Workforce Management Analyst
Job Category: Management
Job Reference: 113746474
Job description:  
Changing the world is all in a day's work at Apple. If you love innovation, here's your chance to make a career of it. You'll work hard. But the job comes with more than a few perks.

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. You’ll be challenged. You’ll be inspired. And you’ll be proud.

The Retail Online Store Operations team is looking for a Workforce Management Analyst. As a WFM Analyst you will provide an exceptional level of workforce management based support to the mixed media contact center and outsourced vendors.

This position is based on site in Austin, Texas.

Description:
As a part of the Workforce Management team, you will:
- 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 on a weekly basis to achieve target service levels.
- Review and monitor all of the phone time ensuring for service delivery and budgeted shrinkages.
- Partner with call center management and training team to handle all offline requests.
- 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.
- Work closely with Global WFM team to improve skills and knowledge base.
- Analysis of productivity, service levels, contact volume and staff trends, providing recommendations as required.
Skills:  
Key Qualifications:
•Experience using call center software - Aspect eWFM - required
•Multi-channel support experience including simultaneous chats, email, phone and ticketing systems
•Experience producing reports from raw data via Excel or Numbers
•Excellent analytical and time management skills with ability and willingness to continue learning
•Responsible, works well under little supervision
•Well organized, thorough, and attention to detail
•Familiar with contact center metrics, scheduling principles, and operations
•Proven ability to work effectively with business leadership
•Experience with creation and development of processes and procedures
•Self-motivated, able to prioritize tasks and resolve issues

Education:
Bachelor degree preferred or equivalent work experience.

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. Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.
Employment type:
  • Full Time
Salary Range: Unspecified
Job Link: You must first register to view this information.
 
Other Information
 
Degree: Bachelors
Experience (year): 0
Job Location: Austin - Texas - USA
Zipcode: 78727
 
Post Date: 05/10/2018
 
Contact Information
 
Company: Apple Inc.
Contact Name: Apple Inc.
 


 
       

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