Summary Posted: 7 Nov 2024
Role Number:
200577992 Imagine what you could do here! The people here at Apple don’t just create products - they build the kind of wonder that’s revolutionised entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. 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. Here on the Apple Store Online team, we are responsible for Apple’s largest store. Our main goal is to deliver a magical, personal digital experience where customers can shop, buy and learn everything Apple, wherever they are. Each customer should feel like they are our only customer and our job is to set the bar for the experience they receive. To run such an extraordinary store, it takes extraordinary people, and we are looking for someone to help us do extraordinary things. In this role, you will be a part of the Global Business Operations team, with a particular focus on EMEIA Retail Contact Centre performance and decision support. This position will have a direct role in owning the performance of key operational metrics for RCC. The role requires a thorough understanding of contact centre performance metrics and analytics with particular focus on service line of business and will drive operational performance improvement at vendor and Apple contact centre sites. The role may involve supporting other lines of business in future.
Description Work as Individual contributor with full ownership of ensuring contact centre is fulfilling its performance metrics related goals. With the support of data, this role acts as a consultant to provide insights, observations and recommendations to help improve the business in Service domain - Perform quantitative analysis to identify trends, key root causes affecting key performance indicators, translate data into actionable insights and collaborate closely with site lead, Area Managers and Vendor Managers to connect the dots between data and business - Lead and run business reviews in collaboration with collaborators and drive discussion on performance - Define, measure and track performance, ensuring end-to-end visibility of metrics, and driving consistency across regions - Develop effective reporting dashboards for business to analyze the key trends of metrics and generate insights - Engage with stakeholders to define and achieve metric goals - Drive positive collaboration with cross-functional teams and your peers to support both strategic and tactical initiatives including capital projects and data management automation - Engage in impactful work and demonstrate storytelling to effectively communicate the work to leadership - Occasional meetings with peers and cross-functional teams in Americas and APAC during overlapping business hours
- Extensive experience in operations, analytics, management consulting, corporate strategy, or equivalent experience
- Proven data analytics experience including strong knowledge across these tools and languages: Excel, Tableau, SQL, and Python
- Effective presentation and communication skills, including ability to explain complex data and charts in a concise manner to large cross-functional audiencesProven problem-solving and cross-functional project work experience
Preferred Qualifications
- Expertise in advanced analytical techniques and statistical analysis. An affinity to “talking with numbers”; inherent ability to quantify and support conclusions with data.
- Strong work ethic and attention to detail. Ability to balance multiple projects and meet timelines.
- Ability to stay positive in high stress situations and multitask in a dynamic environment.
- Experience developing relationships with senior collaborators.
- Contact Centre experience
- Bachelor’s degree in engineering, mathematics, finance, statistics, economics or other quantitative area or equivalent relevant experience
