AppleCare Workforce Management

Summary Posted: Oct 3, 2023 Role Number: 200508177 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 WFM team is responsible for building and maintaining staffing for 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 for internal sites (i.e. trainings and group events). This role works closely with vendor partners to ensure quality and timeliness standards for scheduling support are maintained. You will apply 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 Key Qualifications 4+ years of Workforce Management experience, including using call center software with the ability to execute workforce management philosophies when reviewing Advisor schedules and staffing. Intermediate to advanced Microsoft Excel skills. 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 Description Review complex tasks completed by vendor partners to ensure schedules are aligned to meet customer demand, training and large events are scheduled appropriately, processes and procedures are applied accurately. Understanding of workforce management philosophies to execute scheduling Advisors to optimally cover customer demand while balancing unproductive segments, training and events, and Advisor satisfaction. 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 Education & Experience Bachelor's Degree in business or related field or 4+ years of work experience Additional Requirements Additional Requirements Ability to work AMR hours and attend some evening meetings