Summary
Posted: Feb 12, 2025
Role Number:200591022
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.
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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
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
Additional Requirements
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- 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.