Manager, Retail Online Demand & Capacity Planning

Lead strategic and immediate planning to effectively derive variable staffing recommendations for Apple Retail?s Contact Center resources. Deliver WW Retail Contact Center staffing plans recommendations across all sites and OSVs, with a range of scenarios that highlight risk, financial impact and the customer experience trade-off. Develop forecasting methodologies/models that evolve with business intricacies. Provide oversight and management of forecast attainment to ensure metric performance meets established goals and expectations. Facilitate impactful discussions with Retail Contact Center partner teams to ensure a smooth execution against the final staffing plan.
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.

Apple is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

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