Workforce Operations Lead, Retail Customer Care

Apple

  • Shanghai
  • Permanent
  • Full-time
  • 2 months ago
At Apple, we believe that hard work, a fun environment, creativity and innovation fuel the ultimate customer experience. We believe each customer interaction is an opportunity to surprise & delight. By focusing on the smallest of details, we can make a big impact with our customers. Building this environment starts with you! Inclusion is a shared responsibility, and we hold ourselves and one another accountable for bringing everybody in. The Retail Customer Care team is looking for an experienced professional to lead a growing team of real-time contact center operations analysts in the AMR region! This is a dynamic environment, where seasoned contact center knowledge and calm decision-making in the face of competing demands are critical attributes. This role will primarily be responsible for leading a Workforce Operations team in executing the following key functions: - Onboarding and specialist meta-data management - Service level monitoring including real-time scheduling decisions - Analysis of service level trends across varying contact channels including chat, phone, email, and back office functions - Optimization of staffing resources to meet customer demand - Continuous process improvements to contact routing strategies - Review / build / manipulate forecasts to predict call volume and work load distribution based on an analysis of historical trends and external factors - Responsible for the generation and maintenance of Specialists schedules - Assess need and take action to redesign schedules, training plans, etc to meet changes in business objectivesDescriptionAs Workforce Operations Manager, you are responsible for leading and performing to help support Retail Customer Care business goals. Including the following: - Responsible for leading a retail operation support team, implement team's strategies, and work towards achieving business objectives. - Establish strategies and operational procedures to optimize staffing execution and improve business performance. Provide input on organizational decisions concerning key staffing resources and scale opportunities, as well as creatively using Virtual Call Center software features and workforce management techniques to improve utilization of existing resources. - Establish communication processes with multiple contact centers in region to identify staffing challenges, contact drivers, and other factors that could negatively impact service level or customer experience. Develop talent among team to ensure analytical steps are taken for continuous improvement. - Provide interval, daily, and weekly reporting on performance attainment for major contact center channels. Provide context for situations where performance goals are not achieved, as well as analysis for improving in the future. - Frequently review routing and skilling strategies to ensure operational objectives and management priorities are synchronized and mutually supportive. - Provide project management resources to coordinate complex sets of tasks on short- to medium-range work efforts. Develop staff to ensure appropriate skills throughout project lifecycle. - Grow and develop a diverse team of high performing individual contributors to drive innovation and operational excellence.Minimum Qualifications
  • Passionate focus on customer experience
  • Ability to influence partner and boundary teams through collaboration and data analysis
  • Exceptional communication and meeting facilitation skills
  • Strong teamwork with a high degree of adaptability
  • Role models inclusive leadership behaviors and embraces their responsibility to build, develop and retain diverse teams
  • Makes space to listen, learn, and amplify diverse perspectives and experiences
  • Confronts barriers to greater inclusion with tenacity, care and commitment
Preferred Qualifications
  • 5 years' experience in Contact Center Operations or Workforce Scheduling and planning along with 3 years' experience managing a team
  • Experience directly working with Aspect/Alvaria eWFM
  • Experience producing reports from raw data via Excel or Numbers into Tableau for decision makings

Apple