Senior Business Staffing Analyst, RCC

Summary

Posted: Mar 4, 2025

Role Number:200593667

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. The Global Staffing Business Analyst will partner cross-functionally with a wide range of Apple teams to provide data analysis and reporting, financial modeling, and project management in support of the ASO contact center organization.

Description

Responsibilities include: – Problem solve and answer complex questions through data analysis, and clearly communicate findings and solutions to partner teams and Senior Leadership. – Provide insights, observations, and recommendations to help improve business processes and resource management. This includes utilization improvement opportunities, routing efficiency and hours of operations analysis. – Set the monthly staffing requirements in partnership with Forecasting, Finance, and Leadership and summarize staffing decision on a monthly basis. Oversee headcount and travel tracking and reporting. – Lead project management and process improvement initiatives and prepare presentations for confidential projects

Minimum Qualifications

• 7+ years experience in contact center environment, digital retail, financial or physical retail industry, including 4+ years experience in business intelligence or analysis
• Experience working with senior leaders to share insights and respond to requests
• Proficiency with creating Excel models, creating slide decks such as Keynote or PowerPoint presentations, and using Tableau for analysis and business insights
• Experience leading cross-functional projects and influencing cross-functional partners
• Bachelor’s Degree in Business Administration, Finance, Operations, or equivalent training or experience

Preferred Qualifications

• Experience with contact center data analytics and reporting
• Ability to work with high level of ambiguity
• Experience working in a highly cross-functional environment
• Exceptional analytical and financial modeling capabilities
• Able to work independently, formulate sound business decisions, and have strong prioritization and follow-up skills

Pay & Benefits

• At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $133,900 and $255,400, and your base pay will depend on your skills, qualifications, experience, and location.
  
  Apple employees also have the opportunity to become an Apple shareholder through participation in Apple’s discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple’s Employee Stock Purchase Plan. You’ll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses — including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. Learn more about Apple Benefits.
  
  Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.