Workforce Analyst, Retail Customer Care

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. Retail Customer Care (RCC) focuses on providing an industry-leading, extraordinary experience to every interaction it engages in. As Workforce Operations Analysts, we are responsible for supporting the RCC in its quest to provide the ultimate customer experience by providing accurate data analysis, onboarding support, schedule optimization and staffing support. The Senior Workforce Analyst plays a critical role in driving the operational efficiency of the Retail Customer Care (RCC) worldwide by collaborating with mixed media contact centers, business leaders and vendor partners. You’ll ensure high quality in schedule generation, monitor staffing strategies globally, and balance service level requirements with operational and employee satisfaction goals.