Workforce Operations Lead, Retail Customer Care
Core
Lead a regional workforce management team to optimize staffing, scheduling, and resource utilization for Apple's online retail customer care operations.
Role type
Senior Workforce Operations Manager
Builds
Efficient contact center operations and high-quality digital customer experiences
Domain
Retail customer care / Contact center operations
Required skills
Workforce management strategy, staffing optimization, performance management, process improvement, project management, team leadership, data analysis, conflict resolution, stakeholder alignment
Preferred skills
Advanced data presentation, inclusive leadership, adaptability, resilience, senior leadership engagement
Technologies
Aspect, Tableau
Responsibilities
Lead workforce management team and implement strategies to achieve business objectives; Develop operational procedures for optimal staffing execution; Analyze performance data to provide actionable recommendations for resource utilization; Generate regular reporting on business performance attainment; Refine routing and skill development strategies; Manage short- to medium-term projects; Build and retain diverse, high-performing teams.
Seniority
Senior, hands-on IC with leadership responsibilities
