Senior Manager, Retail Contact Center Workforce Operations

You will use your contact center experience, industry knowledge, and collaboration skills to act as a bridge between strategic goals and daily operations.

• 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.

• 401k matching
• Health insurance
• Flight privileges
• College Student Offer
• Certified Refurbished
• Financing
• Personal Setup

At Apple, inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work!