WW RCC Workforce Operations Analyst Austin,Texas,United States Corporate Functions Imagine what you could do here! The people here at Apple don’t just create 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. At Apple, inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work. Here on the Apple Store Online team, we are responsible for Apple’s largest store. Our main goal is to deliver a magical, personal digital experience where customers can shop, buy and learn everything Apple, wherever they are. Each customer should feel like they are our only customer and our job is to set the bar for the experience they receive. To run such an extraordinary store, it takes extraordinary people, and we are looking for someone to help us do extraordinary things. **Description** Responsibilities: - Developing and deploying end to end Workforce processes -Work cross functionally with multiple teams to devise solutions to optimize our capacity meet our customer needs -Strive to find short term and long-term solutions that balance people, customer experience, and financial aspects. -Provide insights, observations, and recommendations to help improve workforce processes -
Lead project management and process improvement initiatives -
Complete ad hoc analysis as requested by leadership
Work with global partners to implement tracking and dashboards to facilitate ease of data management display **Minimum Qualifications** + Minimum 5 years' experience in Contact Center Operations or Workforce Scheduling and Planning in a contact center + 3 years experience of project management, including leading multiple projects and meeting deadlines, project goals, etc. + Ability to influence partner and boundary teams through collaboration and data analysis + Experience directly working with Aspect/Alvaria eWFM, Tableau, Excel, and presentation software + Self-motivated, able to prioritize tasks and resolve issues independently **Key Qualifications** **Preferred Qualifications** + Excellent analytical and time management skills with ability and willingness to continue learning + Innovative, able to propose creative solutions + Makes space to listen, learn, and amplify diverse perspectives and experiences + Actively seeks out opportunities to champion and celebrate inclusion and diversity + Multi-channel support experience - including simultaneous chats, email, phone and back office ticketing systems **Education & 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.Learn more about your EEO rights as an applicant. (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf) **Apple Footer** 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. Learn more about your EEO rights as an applicant (Opens in a new window) . Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants. United States Department of Labor. Learn more (Opens in a new window) . Apple participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program (Opens in a new window) . Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Reasonable Accommodation and Drug Free Workplace policy Learn more (Opens in a new window) . Apple is a drug-free workplace. Reasonable Accommodation and Drug Free Workplace policy Learn more (Opens in a new window) . Apple will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law. If you’re applying for a position in San Francisco, review the San Francisco Fair Chance Ordinance guidelines (opens in a new window) applicable in your area. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.