Retail Workforce Analytics & Scheduling Lead

Apple; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

A leading technology company seeks a Workforce Operations Analyst in Singapore to enhance customer interactions through data analysis and scheduling support. This role entails managing call volume forecasts, assessing staffing needs, and utilizing various software systems to optimize service delivery. Candidates should have at least 5 years of experience in a call center environment and a strong understanding of workforce operations. Apple values innovation and inclusion, encouraging candidates from diverse backgrounds to apply.

Qualifications

• 5+ years experience in a call center environment.
• 2+ years experience in Workforce Operations.
• Extensive knowledge in call center software.

Responsibilities

• Review and manipulate forecasts for call volume.
• Upload and maintain forecasts for shrinkage.
• Assess staffing levels for daily and weekly needs.

Skills

Call center environment experience

Scheduling practices

Workforce Operations

Analytical skills

Time management

Education

Bachelor's degree or equivalent experience

Tools

Aspect or equivalent call center software

Excel or Numbers

Tableau

Job description

A leading technology company seeks a Workforce Operations Analyst in Singapore to enhance customer interactions through data analysis and scheduling support. This role entails managing call volume forecasts, assessing staffing needs, and utilizing various software systems to optimize service delivery. Candidates should have at least 5 years of experience in a call center environment and a strong understanding of workforce operations. Apple values innovation and inclusion, encouraging candidates from diverse backgrounds to apply.