SummaryPosted: Feb 11, 2025Role Number:200591022Imagine 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. Responsible for developing and deploying end to end Workforce processes. You will work cross functionally with multiple teams to devise solutions to optimize our capacity meet our customer needs. We strive to find short term and long-term solutions that balance people, customer experience, and financial aspects.DescriptionDescriptionLeverage workforce capacity planning tools and project management skills to optimize workforce processes across a global team. Lead global projects within the workforce focused on driving consistent process and maintaining robust documentation.

Responsibilities: (include up to 4 bullets) 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 displayMinimum QualificationsMinimum QualificationsMinimum 5 years' experience in Contact Center Operations or Workforce Scheduling and Planning in a contact center3 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 analysisExperience directly working with Aspect/Alvaria eWFM, Tableau, Excel, and presentation softwareSelf-motivated, able to prioritize tasks and resolve issues independentlyKey QualificationsKey QualificationsPreferred QualificationsPreferred QualificationsExcellent analytical and time management skills with ability and willingness to continue learningInnovative, able to propose creative solutionsMakes space to listen, learn, and amplify diverse perspectives and experiencesActively seeks out opportunities to champion and celebrate inclusion and diversityMulti-channel support experience - including simultaneous chats, email, phone and back office ticketing systemsEducation & ExperienceEducation & ExperienceAdditional RequirementsAdditional RequirementsMore

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