Assistant Analyst, Customer Care Operations (RTA)

Job Description 

Store Operations & Customer Care is the global support center for store associates and customers for Abercrombie & Fitch, Abercrombie Kids, Hollister, and Gilly Hicks brands worldwide. The team oversees all contact center experience and operations. The team is also responsible for communicating and training on new initiatives, providing strategic support to merchandise and omnichannel operations, dictating staffing and payroll guidance, and maintaining store technology. In addition, the team coordinates with corporate partners on opportunities and challenges related to customer impacts and store operations. 

The Assistant Analyst, Customer Care Operations (Real-Time Adherence, RTA) is responsible for monitoring and managing intraday performance to ensure service level goals, productivity, and customer satisfaction goals are consistently met. Using real-time and historical data, the role is responsible for providing actionable analysis, recommendations, and updates to Customer Care leaders while proactively addressing performance challenges and optimizing workforce operations. This role also includes budget management responsibilities, such as processing purchase orders, auditing invoices, and tracking year-to-date spending.

This job is located at our Global Home Office in Columbus, Ohio.  

What Will You Be Doing? 

• Monitor intraday performance through real-time reporting, ensuring achievement of service level objectives, productivity, first contact resolution, and CSAT goals
• Monitor and report volume changes, analyze contact reasons, and provide real-time updates on critical issues impacting the business
• Communicate and report service-level and productivity KPIs to business leaders, providing daily performance summaries to the Customer Care team
• Leverage intraday and historical reporting to provide trending analysis and recommendations to improve service levels and overall workforce operations
• Troubleshoot and escalate performance issues in real-time to sites and leadership
• Evaluate staffing trends, complete workforce planning models with actualized data, and make proactive recommendations to drive efficiencies and positive customer experiences
• Provide in-depth analysis of contact center operations, planning and scheduling, identifying changes necessary to improve quality and efficiency as measured by business KPIs
• Maintain tactical processes for staffing and outage management, ensuring impacts to the business are documented, analyzed, and resolved with timely recommendations
• Coordinate with vendor workforce management to align contact volumes and resources to meet service and efficiency goals
• Identify and recommend opportunities for expense control, process optimization, and operational improvements
• Assist with budget management, including processing purchase orders, auditing invoices, explaining variances, comparing actual spend to projections, and maintaining year-to-date spending records
• Assist with weekend/evening “on call” process to execute any needed staffing changes related to an outage or volume anomaly

What Do You Need To Bring? 

• Strong written and verbal communication skills
• Analytical thinking, strong attention to detail and a high degree of accuracy
• Comfort presenting in front of internal and external partners, both in-person and virtual
• Proficient in Microsoft 365, including Excel and PowerPoint
• High level of attention to detail
• Highly motivated/self-starter with a sense of ownership, willingness to learn, high degree of curiosity and desire to succeed
• Must perform well in high pressure situations, balance competing priorities, and demonstrate the ability to work without direct supervision

Our Company 

Abercrombie & Fitch Co. (A&F Co.) is a global, digitally-led, omnichannel specialty retailer of apparel and accessories catering to kids through millennials with assortments curated for their specific lifestyle needs.  

Our Values 

Our corporate purpose of being here for you on the journey to being and becoming who you are, fuels our customer-led brands and our global associates. We lead with this purpose and always put our people first, which is evidenced by our Great Place to Work™ Certification, as well as being named a Best Place to Work for LGBTQ+ Equality by the Human Rights Campaign. In addition to equitable compensation and benefit offerings, including flexibility and competitive Paid Time Off, we offer a range of educational and engagement opportunities, including various Associate Resource Groups, volunteer opportunities and additional time off to give back to our global communities.  

What You'll Get

As an Abercrombie & Fitch Co. (A&F Co.) associate, you’ll be eligible to participate in a variety of benefit programs designed to fit you and your lifestyle. A&F is committed to providing simple, competitive, and comprehensive benefits that align with our Company’s culture and values, but most importantly – with you! We also provide competitive incentives to reward the commitment our associates have for moving our global business forward:  

• Incentive bonus program
• 401(K) savings plan with company match
• Annual companywide review process
• Flexible spending accounts
• Medical, dental, and vision insurance
• Life and disability insurance
• Associate assistance program
• Paid parental and adoption leave
• Access to fertility and adoption benefits through Carrot
• Access to mental health and wellness app, Headspace
• Paid Caregiver Leave
• Mobile Stipend
• Paid time off & one paid volunteer day per year, allowing you to give back to your community
• Work from anywhere (Mondays and Fridays are “work from anywhere” days for most roles & six work from anywhere weeks per year)
• Seven associate wellness half days per year
• Onsite fitness center
• Merchandise discount on all of our brands
• Opportunities for career advancement, we believe in promoting from within
• Access to multiple Associate Resource Groups
• Global team of people who will celebrate you for being YOU!

ABERCROMBIE & FITCH CO. IS AN EQUAL OPPORTUNITY EMPLOYER