# Workforce Management Analyst
Job Number: 113485268
Austin, Texas, United States
Posted: 12-Feb-2018
Weekly Hours: 40.00
**Job Summary** An exciting opportunity exists within Apple's Retail Online Store Operations team for a Workforce Management Analyst. The primary role is to provide an excellent level of workforce management based support to the mixed media contact center and outsourced vendors.
**Key Qualifications** - Experienced user of call center software (Aspect)
- Highly proficient in producing reports from raw data via Excel or Numbers
- Excellent analytical and time management skills with ability and willingness to learn
- Responsible, and able to work with little supervision
- Well organized and thorough
- Familiar with call center metrics and scheduling principles
**Description** The Workforce Management Analyst will:
- Review / create / manipulate forecasts to predict call volume and work load distribution based on an analysis of historical trends and external factors.
- Determine the appropriate staffing levels that are needed on a weekly basis to achieve target service levels.
- Manage all of phone time ensuring service delivery and budgeted shrinkages are accounted for.
- Partner with call center management and training team to manage all offline requests.
- Manage all over and under capacity to maximize agent utilization while protecting service levels.
- Monitor and manage all staffing scenarios in a multisite environment.
- Management and maintenance of Aspect eWFM and Empower workforce management systems.
- Determine the need and take action to redesign schedules, training plans, etc. to meet changes in business objectives.
- Work closely with Global WFM team to improve skills and knowledge base.
- Analysis of productivity, service levels, call volume and staff trends, providing recommendations as required.
**Education** Undergraduate degree preferred
**Additional Requirements**
