RCC Workforce Operations Analyst
RCC Workforce Operations Analyst
Posted on :
05-08-2025
Employer Active
1 Vacancy
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Job Description
Workforce Operations Analysts are responsible for performing operational tasks to help support Retail Customer Care business goals. Including the following: 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 daily weekly and interval 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. 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. 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 RCC organization. Contributes to an inclusive environment through respecting each others differences and having the curiosity to learn Demonstrates Apples values of inclusion and diversity in daily activities
- 2 years experience in a call center environment including exposure to scheduling practices or realtime operations
- Experience utilizing contact center metrics scheduling principles and operational principles
- Experience with creation and development of processes and procedures related to workforce operations including scheduling practices and realtime operations
- Demonstrates ability to work effectively with business leadership
- Experience using call center software - Aspect or equivalent preferred
- Experience producing reports from raw data via Excel or Numbers Tableau experience preferred
- Excellent analytical and time management skills
- Self-motivated able to prioritize tasks and resolve issues independently
- Innovative able to propose creative solutions
- Makes space to listen learn and amplify diverse perspectives and experiences
- Actively seeks out opportunities to champion and celebrate inclusion and diversity
Required Experience:
IC
Employment Type
Full Time
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