Workforce Management Analyst

Apple is where individual imaginations gather together, committing to the values that lead to great work. Every new product we build, service we create, or Apple Store experience we deliver is the result of us making each other’s ideas stronger. That happens because every one of us shares a belief that we can make something wonderful and share it with the world, changing lives for the better. It’s the diversity of our people and their thinking that inspires the innovation that runs through everything we do. When we bring everybody in, we can do the best work of our lives. Here, you’ll do more than join something — you’ll add something.

As a Workforce Management Analyst, you will play a key role in a fast-paced, dynamic environment, responsible for creating and maintaining schedules for AppleCare Advisors worldwide. These schedules are critical to minimizing customer wait times, balancing service levels, and accounting for operational factors, headcount, and relief. Partnering closely with leadership, you will ensure optimal coverage by coordinating training, group events, and daily activities.

Description

The ideal candidate will work independently at the Apple Singapore or Chengdu site, while collaborating with global peers implementing and executing initiatives for schedule flexibility while driving automation and efficiency within the workforce tools and scheduling processes. The role will work closely with WFM partners including tools and analytics support while partnering with AppleCare Leadership to stay apprised of all projects, pilots, and initiatives. Candidates must be able to learn to navigate a variety of support tools while ensuring effective communication and maintaining the highest level of quality in all tasks.

1. Develop and manage schedules to optimize coverage and service levels.
2. Collaborate with leadership to coordinate training, events, and daily activities.
3. Drive automation and efficiency improvements within eWFM tools.
4. Partner with WFM teams and analytics support to enhance scheduling processes.
5. Stay aligned with AppleCare Leadership on ongoing projects, pilots, and initiatives.
6. Ensure effective communication and maintain the highest quality in all tasks.

Minimum Qualifications

• Proven ability to effectively organize, prioritize, and handle multiple assignments simultaneously.
• Requires excellent written and verbal communication skills with a global audience.
• Ability to work independently and as part of a team.
• Highly motivated to meet deadlines with minimal supervision.
• Results-oriented, diligent and works with a sense of urgency.
• Demonstrated self-starter with the ability to learn and bring themselves up to speed quickly.
• Ability to create and revise email communications quickly while articulating a clear message to stakeholders.
• Comfortable with communicating and presenting to different levels of business stakeholders.
• Ability to analyze data and prepare recommendations supported by strong analytical and critical thinking skills.
• Bachelor's Degree or 2 or more years work experience.

Preferred Qualifications

• Minimum 2 years experience with Aspect eWFM and eWFM Administrator.
• Complete understanding of Workforce Management process flow including forecasting, capacity planning and scheduling.