Workforce Operations Analyst - Strategic Data Solutions

　　Austin,Texas,United States

　　Operations and Supply Chain

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　　Summary

　　Posted:Jan 18, 2024

　　Weekly Hours: 40

　　Role Number: 200535009

　　Apple’s Strategic Data Solutions (SDS) team is looking for a humble and influential Workforce Operations Analyst to manage scheduling and real time operations for a growing Fraud Investigator team. The ideal candidate is detail oriented, passionate about empowering the team, and excited to build organizational processes from the ground up. SDS is a values-based organization that continually strives to maintain a culture of high performance. Our core mission at Apple is to build and deliver exceptional analytic solutions by leveraging machine learning and decision automation that help mitigate risk and monetary losses, optimize internal operations, and improve Apple's customer experience. This role will work directly with a cross-functional team of program and project managers, machine learning engineers, business analysts, and attribution experts.

　　Key Qualifications

　　Experience and/or knowledge of customer support/service or call center best practices

　　Strong knowledge of workforce management tools and best practices

　　Experience establishing and documenting improved efficiencies in workflow and system processes.

　　Ability to create well-organized, accurate, and concise material and work documentation for organizational use

　　Experience applying analytical techniques to provide solutions to real business problems

　　Experience eliciting business requirements and executive metrics

　　Strong communications skills (written and verbal)

　　Strong interpersonal skills with ability to connect and develop strong partnerships

　　Experience with SAP, spreadsheet management, and Keynote

　　Creativity to go beyond current tools to deliver best solution to the problem

　　Inquisitiveness and a desire for continued self-improvement and development of new skills

　　Comfort working independently and making key decisions on projects

　　Ability to tell meaningful stories with data

　　Description

　　• Review / build / manipulate forecasts to predict order volume and workload 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 Investigator 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 organization. We are an equal opportunity employer and value diversity at our company.

　　Education & Experience

　　BA/BS degree and/or 3-5 years experience in a customer service/support operations

　　Additional Requirements

　　To learn more about opportunities at Apple, visit http://www.apple.com/jobs/us/

　　Apple is an Equal Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.

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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 (Opens in a new window) .

　　Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants. United States Department of Labor. Learn more (Opens in a new window) .

　　Apple will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law. If you’re applying for a position in San Francisco, review the San Francisco Fair Chance Ordinance guidelines (opens in a new window) applicable in your area.

　　Apple participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program (Opens in a new window) .

　　Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Reasonable Accommodation and Drug Free Workplace policy Learn more (Opens in a new window) .

　　Apple is a drug-free workplace. Reasonable Accommodation and Drug Free Workplace policy Learn more (Opens in a new window) .