职位描述：
Summary：
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 objectives
Description：
As 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.
职位要求：
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
招聘部门：
Apple Support and Service
工作地点：
Shanghai, Shanghai, China
面试建议：
Apple的零售客户关怀劳动力运营主管职位是一个高度动态化的角色，要求候选人不仅具备丰富的联络中心运营经验，还需要在实时调度、数据分析和团队领导方面有出色表现。这个职位的核心在于通过优化人员配置和流程改进来提升客户体验，同时确保服务级别目标的达成。面试官会特别关注候选人在面对竞争需求时的冷静决策能力，以及如何通过数据驱动的方法来解决问题。 为了准备这个职位的面试，建议候选人重点准备自己在联络中心运营和劳动力管理方面的实际案例，尤其是那些能够展示你如何通过数据分析优化运营效率的例子。同时，准备好讨论你如何使用Aspect/Alvaria eWFM工具进行劳动力调度和规划。团队领导能力也是面试的重点，你需要展示如何通过包容性领导行为来发展和保留多元化团队。最后，不要忘记强调你对客户体验的热情和你在面对挑战时的创新解决方案。
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