What are the responsibilities and job description for the Retail Contact Center Demand and Capacity Planner position at Apple?
Summary
Posted:
Role Number:200589512
Imagine what you could do here! The people here at Apple don’t just create products — they build the kind of wonder that’s revolutionized 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.
We are looking for a strong individual contributor to own and drive Retail Contact Center demand & capacity planning, with proven strategic and tactical experience in leading sophisticated forecasting and operational processes. This role requires an individual with a passion for analytics and continuous improvement. The successful candidate will be comfortable with ambiguity, have strong attention to detail, and be motivated by a fast-paced environment. This is a high-impact role offering an opportunity to drive and influence mission-critical decisions impacting the immediate and long-term view of the business, advising the leadership across Retail Online, Retail Finance and Retail Contact Center organizations.
Description
This role will lead strategic and immediate planning for our Retail Contact Centers. Help us develop forecasting methodologies that evolve and scale with business intricacies.
- Forecast bookings, contacts and tasks to drive staffing decisions for our retail contact centers
- Facilitate impactful discussions with partner teams to ensure forecast accuracy and seamless execution of staffing plans.
- Provide solutions and define strategies & plans to proactively address emerging issues and opportunities.
- Partner with leadership to develop contingency plans when forecast assumptions differ from plan.
Minimum Qualifications
- 4 years experience in finance, demand planning, capacity planning, forecasting, modeling, and/or supply chain planning.
- Exceptional analytical skills and forecasting capabilities with a proven ability to analyze complex datasets.
- Excellent Excel skills
Key Qualifications
Preferred Qualifications
- Expertise in contact center data, planning, and reporting
- Experience with Keynote, Tableau, SQL
- An affinity to “talking with numbers”; inherent aptitude to quantify and support conclusions with data.
- Ability to organize and handle multiple priorities simultaneously.
- Strong written composition and verbal communication skills, with the ability to work in a highly cross-functional environment.
- BA/BS in Business or Engineering related degree preferred.
Education & Experience
Additional Requirements
Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant.
