| Company: | APPLE |
|---|---|
| Job Role: | Workforce Analyst. |
| Experience: | Freshers (0-2 years). |
| Vacancy: | 10+ |
| Qualification: | Bachelors Degree or related skills. |
| Salary: | S$ 87999/year. |
| Location: | Singapore. |
| Join us on Telegram | Click Here |
| Apply Mode: | (Online) |
| Deadline: | Not Mentioned |
Imagine what you could accomplish here. We have a way of turning new ideas into great products, services, and customer experiences very quickly at Apple. You can achieve anything you set your mind to if you work with passion and dedication. In addition to its commitment to inclusion and diversity, Apple is an equal opportunity employer. We promote equal opportunity for all applicants, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Taking on new challenges is something you love? Have you a deep understanding of the legal field and a passion for innovation? The Apple team is dedicated to defending Apple's intellectual property and upholding Apple's ethical standards. We'll need you to provide world-class legal support. A company that invents new product categories and creates new industries will challenge you to use your wide-ranging legal experience in unusual and unexplored ways.
Job Summary
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. Join Apple, and help us leave the world better than we found it. Retail Customer Care (RCC) focuses on providing an industry-leading, extraordinary experience to every interaction it engages in. As Workforce Operations Analysts, we are responsible for supporting the RCC in its quest to provide the ultimate customer experience by providing accurate data analysis, onboarding support, schedule optimization and staffing support. The Workforce Analyst role requires you to work closely with mixed media contact center and vendor partners to ensure quality standards for schedule generation and support are maintained. You will build schedules and maintain staffing for Retail Customer Care worldwide and minimize customer wait time while balancing service level requirements, operational factors, headcount, employee satisfaction and relief. As a Workforce Analyst, you will learn to navigate a variety of support tools while ensuring effective communication and maintaining the highest level of quality in all tasks. You can quickly grasp record management processes in order to achieve a mastery over a complex database management system used to provision and manage accesses to RCC employees. You possess superb communication and interpersonal skills and are capable of presenting to all levels of the business as well as quickly establish working relationships with the various teams that you support and partner with. You provide superior operations support as well as evaluate contact center performance. You are able to manage multiple work tasks and accurately prioritize your attention based on business needs and are highly analytical, detail-oriented, and technically savvy. You possess a broad understanding of business goals and a keen ability to evaluate events and their potential impact to the business. As a Workforce Operations Analyst, you have experience working in a contact center environment, and you will be successful working independently. You must have a flexible schedule and be willing to work varied hours and days including evenings and weekends.
Description:
As Workforce Operations Analysts, we are responsible for performing operational tasks to help support Retail Contact Center business goals. Including the following:
- 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 that are needed on a daily, weekly, and interval basis to achieve target metrics.
- Responsible for the generation and maintenance of Specialists schedules
- Monitor offline time ensuring service delivery and budgeted shrinkages are accounted for.
- Monitor and report on service levels and contact center volumes to make recommendations for real-time queue management. - 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.
- Partner with Global WFM team to improve skills and knowledge base.
- Analysis of productivity, service levels, contact volume and staff trends, providing recommendations as required.
- Facilitate onboarding, off-boarding, and access provisioning tasks for all staffing groups within the RCC organization.
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How to Apply
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