Senior Manager, Retail Contact Center Workforce Operations

Senior Manager, Retail Contact Center Workforce Operations - Jobs - Careers at Apple

• Identify problems/opportunities, develop strategies, and build operational procedures to optimize staffing execution and enhance business performance
• Provide input on organizational decisions regarding key staffing resourcing and scale opportunities
• Creatively apply emerging technologies and workforce management techniques to enhance the utilization of existing resources
• Provide comprehensive analysis of situations where performance goals are not met, including detailed explanations of the underlying factors and potential solutions for future improvement
• Cultivate and develop a diverse team of high-performing leaders, across various locations and regions, fostering innovation and operational excellence
• Regularly review organizational performance and workforce strategies to ensure that operational objectives and management priorities are aligned and mutually supportive
• Provide project management resources and develop staff with appropriate skills for complex tasks and the project lifecycle
• Collaborate with cross-functional teams across various regions during overlapping business hours to drive positive collaboration for both strategic and tactical initiatives that improve team efficiency and productivity
• Present insights and recommendations to senior leadership, translating complex data into clear narratives

• 7+ years combined experience, with complex workforce management, labor and productivity analytics, or project management from ideation through completion
• 5+ years of experience building and leading teams including large globally distributed teams
• Contact Center experience required
• Effective presentation and communication skills, including ability to explain complex data and service level analysis in a concise manner and influence and engage with senior leadership
• Proven problem-solving, partner management and cross-functional project work experience
• Experience with workforce tools (Aspect preferred) and data reporting platforms such as Tableau

• Comprehensive medical and dental coverage
• Retirement benefits
• Discounted products and free services
• Reimbursement for certain educational expenses
• Discretionary bonuses or commission payments
• Relocation assistance

Apple is an equal opportunity employer that is committed to inclusion and diversity