Applecare Workforce Management Analyst

Imagine what you could do here! At Apple, new insights 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 can be accomplished! 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 encourages the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it. The AppleCare Workforce Management (WFM) team is responsible for creating and maintaining staffing for internal AppleCare Advisors worldwide, which will minimize customer wait time while factoring in service level agreements, operational parameters, headcount and relief while ensuring optimal queue coverage by collaborating closely with business partners on all non-productive activities within an Advisor's schedule (i.e. trainings and group events).

This role works closely with a vendor partner to ensure quality and timeliness standards for scheduling support are maintained. You will use a variety of tools to review staffing, training activities and large events all while ensuring effective communication and feedback with the vendor, your team, and business partners.

Key Qualifications

• Intermediate to advanced Microsoft Excel skills.

• Scheduling software experience with the ability to execute workforce management philosophies when reviewing Advisor schedules and staffing.

• Experience with creation and development of processes, procedures, and creative solutions.

• Excellent verbal and written communication skills.

• Proven ability to effectively coordinate, prioritize and balance multiple assignments and meet deliverables under tight deadlines.

• Results-oriented, highly motivated self-starter with the ability to work independently and also cohesively within a team.

• Highly analytical, detail-oriented, and tools savvy.

Description

Understanding of workforce management philosophies to execute scheduling Advisors to optimally cover customer demand while balancing unproductive segments, training and events, and Advisor satisfaction.

Review complex tasks completed by the vendor partner to ensure schedules are aligned to meet customer demand, training and large events are scheduled appropriately, processes and procedures are applied accurately.

Collaborate with peers as well as our vendor partner to resolve complex issues.

Track and report trends that affect quality or timeliness of tasks assigned to our vendor partner.

Compile and action feedback on vendor performance.

Drive and implement process change across the team and with our vendor partner that improve quality and increase efficiency.

Analyze, interpret and summarize complex data relating to call center staffing and technologies. Provide analysis to identify staffing gaps, provide recommendations, and drive efficiency.

Ability to manage multiple work tasks and accurately prioritize based on business needs.

Education & Experience

Bachelor's Degree or two or more years' work experience

Additional Requirements

• Ability to work AMR hours and attend some evening meetings

Pay & Benefits

• At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $88,000.00 and $132,800.00, and your base pay will depend on your skills, qualifications, experience, and location.

Apple employees also have the opportunity to become an Apple shareholder through participation in Apple's discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple's Employee Stock Purchase Plan. You'll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses - including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation.