WW Work Force Management Project Manager

Experience AppleThere's the typical job. Punch in, push paper, punch out, repeat. Then there's a career at Apple. Where you're encouraged to defy routine. To explore the far reaches of the possible. To travel uncharted paths. And to be a part of something far bigger than yourself. Because around here, changing the world just comes with the job description.We are committed to diversity.Apple is an Equal Opportunity Employer.www.apple.com/jobsThe Worldwide Online Apple Store TeleSales team is seeking a results-driven program manager with a special emphasis on Work Force Management tools that support the Global TeleSales organization, as a part of the Global Business Operations team. The WFM will drive and manage all activities and initiatives related to the effective implementation and ongoing usage of the Workforce Management System. This individual will also be a key member of tthe AOL Store TeleSales Avalon team for the deployment of a multi-year telephony solution. This role will work Management at all level and other business units cross-functionally with stakeholders in information technology, Telecom, Reporting, Finance, Human Resources, business process reengineering, regional AOL TeleSales Leadership and teams to set roadmap and implement change.Key Responsibilities Include: Must have proven Program Management skills in a diverse and rapidly changing environment. Will serve as primary interface for the TeleSales Global Business Ops team with IS&T and regional Sales Leadership and Schedulers in the planning, deployment and support of a global Work Force Management tool [WFM[].
Manage and balance project scope and timelines for system enhancements and other projects with a commitment to meet project objective and goals Provide leadership role in the integration of WFM with global Telephony (Avalon) project through the design, develop, test, train, deploy and refine stages of project management of this strategic initiative. Performing QA/UAT functions to ensure system(s) performs as described in functional specs. Analyzing trends and providing input on improving call center metrics including service levels, abandon, utilization and occupancy rates based on WFM deployment and usage. Must be able to work independently, managing multiple projects/programs and parts of major projects/programs with limited direction from management. Responsible for working with global team(s) within telesales and across the Apple organization to implement change, systems and processes globally.
Validates rollout strategy, planning, and ensures that solution supports the rollout approach and schedule.
Manage and balance project scope and timelines for system enhancements and meet project objective and goals
Validates rollout strategy, planning, and ensures that solution supports the rollout approach.
Provides detailed work plans and schedules for the project team.
Provides risk analysis in support of a proposed solution and/or implementation to management.
Manage system enhancement test activities, including usability, user acceptance testing and cutover validation. Ensure all testers are completing all assigned activities. Has a thorough understanding of a TeleSales Contact Center environment. Has a thorough a proven knowledge of implementing and managing Work Force Management [WFM] solution(s). Change Management Process Advocate and leader
Collaborates cross-functionally across the organization to assist with the integration, definition and rollout of standardized global processes.
Works closely with training teams, coaches and team leads to increase user adoption on new business process change to the geographies.
Responsible for providing content to Documentation Writer for reference materials (i.e. business processes, training materials, etc…). Initiate and manage escalations to closure as required through auxiliary organizations and TeleSales management chain. Negotiates and sets expectations with team members. Manages project communication to appropriate levels. Develops detailed written procedures and communications, which ensure consistency over multiple groups affected by the assigned project/program. Directly supports Telesales management groups in resolution of day-to-day questions and issues. Investigates and escalates problems as needed and interfaces with appropriate corporate groups to establish feasible solutions. As needed, communicates procedural changes to affected audiences.Skills and experience required:
Super-user – Workforce Management software
Telephony call center knowledge and/or technical background
Demonstrated application of Work Force Management best practices and policies
Integral understanding of Work Force Management product and configuration (mulit-site a plus)
Proven success managing complex (3 year +) projects within cross-functional and matrix-managed environments.
Strong working knowledge of project and change management methodologies.
Excellent analytical skills and sound understanding of statistical analysis
Ability to interact effectively with all levels of staff and management
Excellent communication, leadership and presentation skills.
Demonstrated ability to maintain and develop relationships within cross-functional teams and organizations.
Must understand day to day operations of a contact center
Ability to perform detailed business process analysis and recommend solutions.
Solid knowledge of the systems development lifecycles and plus.
Outstanding track record of self-initiative and drive for a quality, thorough solution
Demonstrated problem identification and solving skills.
Experience working in a global role preferred.Minimum Experience
Bachelor's degree plus 5-7 years of experience or equivalent in technical and business process project management with strong focus on sales support/operations.
Experience with Work Force Management tools (i.e. Blue Pumpkin, Aspect, IEX)
Experience with ACD and call routing technology
Experience working on a global team a plus
REQUIREMENTS
Please refer to the Job Description for the qualifications.