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 RCC Workforce Analyst - Austin, Texas, United States

Job information
Posted by: Apple 
Hiring entity type: Retail 
Work authorization: Not Specified for United States
Position type: Direct Hire, Full-Time 
Compensation: ******
Benefits: See below
Relocation: Not specified 
Position functions: Other
Travel: Unspecified 
Accept candidates: from anywhere 
Languages: English - Fluent
Minimum education: See below 
Minimum years experience: See below 
Resumes accepted in: English
Cover letter: No cover letter requested
Job code: 200265394 / Latpro-3806927 
Date posted: Jul-20-2021
State, Zip: Texas, 78729


RCC Workforce Analyst

Austin , Texas , United States

Support and Service


Posted: Jul 12, 2021

Weekly Hours: 40

Role Number: 200265394

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. The Workforce Analyst role will require you to work closely with mixed media contact center and vendor partners to ensure quality standards for schedule generation and support are maintained. In addition, 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 will be working in a fast paced, dynamic department that is responsible for building schedules and maintaining staffing for Retail Customer Care worldwide that will minimize customer wait time while stabilizing service level requirements, operational factors, headcount, employee satisfaction and relief. This position is based in Austin, TX.

Key Qualifications

  • Experience using call center software - Aspect eWFM required
  • Multi-channel support experience - including simultaneous chats, email, phone and back office ticketing systems
  • Experience producing reports from raw data via Excel or Numbers
  • Excellent analytical and time management skills with ability and willingness to continue learning
  • Independent, works well with little supervision
  • Well organized, thorough, and attention to detail
  • Familiar with contact center metrics, scheduling principles, and operations
  • Demonstrate ability to work effectively with business leadership
  • Experience with creation and development of processes and procedures
  • Self-motivated, able to prioritize tasks and resolve issues
  • Innovative, able to propose creative solutions


As the Workforce Management Analyst you will be responsible for: 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 weekly 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. Partner with management and boundary teams to handle all offline requests. 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.

Education & Experience

Bachelor's degree preferred, or equivalent experience


See job description


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