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Workforce Operations Lead, Retail Customer Care

Apple· Support and Service
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ShanghaiFull-timePosted 6mo ago

About the role

Retail Customer Care (RCC) Workforce Operations Manager leads a regional workforce management team to deliver efficient operations and high-quality customer care, focusing on contact center operations, staffing planning, resource optimization, performance management, and technology utilization.

Responsibilities

  • Responsible for leading a Workforce Management team, implement team’s strategies, and work towards achieving business objectives.
  • Develop comprehensive strategies and operational procedures to effectively manage staffing, ensuring optimal execution and enhancing overall business performance.
  • Offer strategic insights on staffing and scaling decisions by leveraging Workforce Management software and techniques to maximize resource utilization, and provide contextual analysis with actionable recommendations when performance targets such as service level are not met.
  • Provide interval, daily, and weekly reporting on business performance attainment.
  • Regularly assess and refine routing and skill development strategies to support alignment between operational objectives and management priorities, fostering mutual support and efficiency.
  • Provide project management resources to coordinate intricate tasks on short- to medium-term projects. Develop staff with the requisite skills throughout the project lifecycle.
  • Grow and develop a diverse team of high performing individual contributors to drive innovation and operational excellence.
  • Role models inclusive leadership behaviors and builds, develops and retains diverse teams.
  • Takes action to ensure a safe, respectful, and inclusive environment for all team members.

Qualifications

  • 7 years of experience in a Retail or contact center environment with 5 experience in Workforce Management
  • 3 years of leading a team or cross-functional partners
  • Experience with workforce tools (Aspect preferred) and data reporting platforms such as Tableau.
  • Demonstrated ability to drive results and deliver high-quality execution, while effectively managing conflict to maintain team alignment and project momentum
  • Strong analysis and problem solving
  • Strong decision making skills and sound judgement with excellent written and verbal skills
  • Demonstrates strong partnership skills by building trust, communicating clearly, and aligning stakeholder needs with organizational goals. Proactively collaborates across functions, manages expectations, and delivers on commitments to drive shared success.
  • Effective presentation and communication skills including the ability to explain complex data and service level analysis with ability to influence and engage with senior leadership.
  • Role models inclusive leadership behaviors and embraces their responsibility to build, develop, and retain diverse teams. Makes space to listen, learn, and amplify diverse perspectives and experiences.
  • Possess a high degree of adaptability, demonstrating flexibility and resilience in response to changing work environments, shifting priorities, and unpredictable situations.

Skills

Required:Workforce ManagementData analysisProject management

Benefits

  • Equal opportunity employer
  • Commitment to inclusion and diversity
  • Accommodation for applicants with disabilities
  • Accessibility initiatives and related benefits
Last updated Aug 7, 2026. Interested? Apply on the company site.

About Apple

Discover the innovative world of Apple and shop everything iPhone, iPad, Apple Watch, Mac, and Apple TV, plus explore accessories, entertainment, and expert device support.

Discover the innovative world of Apple and shop everything iPhone, iPad, Apple Watch, Mac, and Apple TV, plus explore accessories, entertainment, and expert device support.

AirPods Max 2Apple ArcadeApple CardApple Fitness+Apple MusicApple TVApple TV+Apple Watch Series 11
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