The Workforce Management Analyst will be working in a fast paced, dynamic department responsible for creating and maintaining staffing for AppleCare Advisors that will minimize customer wait time while balancing service level requirements, operational factors, headcount and relief. The Analyst will ensure optimal queue coverage by partnering closely with leadership and management team to coordinate and schedule trainings, group events and maintain vacation.
In addition, the ideal candidate will need to utilize their analytical and problem solving skills in a variety of ways to support tools to drive processes to improve and maximize staffing efficiency and improve overall cost. The analyst will need to be able to dissect data to effectively communicate staffing performance and drive KPI discussions with leadership and management teams. The role will require the candidate to work closely with multiple stakeholders across the AppleCare organization.
Generate and maintain optimal schedules that meet customer demand utilizing
Aspect eWFM tool while adhering to defined timelines, processes and operational factors
Provide analysis to identify any staffing gaps and provide recommendations to the business to drive productivity
Analyze, interpret and summarize complex data analysis relating to call center staffing and technologies
Prepare and present reports, forecasts, trends and recommendations across different levels in the organization
Drive and implement processes across the team and the business that improve service levels, productivity and customer satisfaction
Bachelor
