Assistant Analyst, Customer Care Operations (WFM)

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 (Workforce Management, WFM) role is pivotal in achieving our service level goals and ensuring fast response times for customers by actively monitoring contact center staffing and productivity. Responsibilities include participating in calls with vendor partners to address staffing opportunities, creating reports to track WFM deliverables, and recommending process or staffing improvements to drive operational efficiency.

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

What Will You Be Doing? 

• Analyze productivity, adherence, occupancy, and other metric trends to identify opportunities for greater efficiency, and provide recommendations as applicable for all channels, including voice, chat, email, WhatsApp, and social media
• Take ownership on staffing and process recommendations to ensure consistency; implementation of these processes should be in line with operational standards and enhance both customer and associate experiences
• Assist with weekend/evening “on call” process to execute any needed staffing changes related to an outage or volume anomaly
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• Attend virtual workforce management meetings with vendor partners to share data and suggest staffing changes/needs to accommodate trends
• Maintain production data and review of staff plan hours for accuracy to optimize efficiency
• Develop knowledge of daily operations and collaborate with vendor partners and Operations team members to uncover and address operational challenges, formulating and implementing effective solutions
• Maintain workforce management templates for monthly roll up and required key result performance reporting
• Create and interpret reports for leadership, identifying inefficiencies and proposing opportunities for improvement
• Participate and/or lead other projects that drive efficiencies and/or positively impact the Customer Care financials

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