OUR COMPANY
Abercrombie & Fitch Co. is a portfolio of lifestyle brands including Abercrombie & Fitch, abercrombie kids, Hollister, and Gilly Hicks. Reaching customers across 120+ countries, we strive to create customer-centric, omni-channel experiences for our global customer base.

OUR VALUES
How do we do it? Every day, our associates show up and empower one another to stay curious and think big. As a team of relentless innovators, we aren’t afraid to dream boldly. We are accountable and aim to the highest caliber to understand, push boundaries and embrace change. We coach, mentor, care, and bring our best selves every day because we are in this together. Whether you lead yourself, a team, or the company, everyone is a leader at A&F. 

As a Sr. Analyst, this individual will be responsible for forecasting, capacity planning, scheduling, real time management, reporting and analytics of our contact centers. They will focus on balancing customer service levels with labor utilization and cost. They will identify opportunities for process improvements that drive efficiencies and service improvements. Getting the right people, at the right place at the right time will be their top priority.

Functions would include KPI reporting, analysis of trends, and provide recommendations for performance, customer satisfaction, and cost savings. Real-time monitoring of all contact center performance and adherence to agreed upon service level agreements.  This individual will work with 3rd party vendors on anticipated volumes and staffing support. The role will be highly collaborative and will partner with both 3rd party vendors and internal business partners (IT, DTC/ecommerce, Operations, Omni, etc) to ensure a high level of performance and customer service.

What will you be doing?

• Manage staff for department level WFM and data analytics supporting all contact centers across a multi-site and multi-channel environment
• Manage the capacity planning process in collaboration with 3rd party provider to get the right people at the right place at the right time.  This includes long term capacity planning and hiring decisions along with intermediate term scheduling optimization and finally short term real time intra-day management
• Achieve service levels across all contact types through forecasting, scheduling and real time management processes
• Analyze contact center data to provide insights into reasons for contacts, agent performance, forecast variances, KPI variances, cost per contact and other data relative to performance
• Develop and maintain daily, weekly, monthly reports across contact centers
• Oversee intra-day management of scheduling and operations with contact routing to optimize service level performance and resource utilization.
• Troubleshoot service level misses and correct or escalate as appropriate
• Provide recommendations for process improvement or future enhancements
• Understand full contract terms and service level agreements with all 3rd party vendors
• Understand and utilize full suite of operational tools within integrated telecom/crm solution to enhance performance and drive return on investment
• Utilize trend analysis along with other sources of business information (e.g. promotions and email plans) to produce volume projections and adjust accordingly as changes occur, ensuring proper coverage
• Create strategies to improve customer support and minimizing expense
• Create standard reporting for each contact center on predetermined KPIs
• Escalate performance issues real-time to management and 3rd party vendors
• Responsible for the annual budget process and monthly financial projections
• Responsible for monthly recap of financial/operational results and report out
• Ad hoc analysis and monitoring as needed

What will you need to bring?

• Bachelor’s Degree required
• 3-5 years of experience in workforce management, capacity planning, and forecasting preferred
• Analytical, project-oriented, self-motivated, team oriented
• Strong organizational skills
• Strong quantitative and analytical skills
• Contact center experience

ABERCROMBIE & FITCH CO. IS AN EQUAL OPPORTUNITY EMPLOYER