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
Our core values and standards guide our behavior every day. Whether you lead yourself, a team, or the company, we believe everyone is a leader at A&F.  We believe the people make the place. We are accountable and aim to the highest caliber. We coach, mentor, care, and bring our best selves every day because we are in this together. We are eager to understand and embrace change. We are relentless innovators who dream bold.

The Abercrombie Service Desk is a high energy, customer-oriented team providing technical support to each of Abercrombie’s core global business functions. Our call center environment is available 24x7x365 and responds to service requests from our global corporate, distribution, and retail business units.

The Supervisor provides guidance to their designated team by consistently demonstrating A&F’s unique culture and values. The Supervisor ensures effective day-to-day operation of the help desk through constant supervision of assigned work.

Responsibilities:

• Oversee Service Desk agents and operations delivering tier 1 technical support to corporate, distribution, and retail associates (Recruitment, training, development of Service Desk team)
• Analyze agent performance through tracking of reporting tools including calls, incidents, and QA metrics
• Provide in-the-moment coaching, training, and motivation to effectively oversee performance management of Service Desk team
• Analyze and maintain shift schedules to meet or exceed established service levels based on call arrival patterns and volumes
• Demonstrate qualities representative of A&F’s unique culture with a strong appreciation for customer service, inclusiveness, and a casual hospitality
• Work together with internal IT and Business partners, as well as global vendors to provide consistent, high quality support to all IT customers
• Develop daily, weekly, and monthly reports on help desk team’s productivity and review changes in ticketing demographics
• Set specific customer SLAs and measure performance against them
• Maintain shift assignments for junior associates, handle scheduled and unscheduled absence requests
• Participate in on-call rotation to provide agents a 24x7 escalation point
• Review customer feedback and identify areas of improvement.  Disperse customer feedback to appropriate internal teams
• All other projects and duties as assigned

• BA/BS Degree Required
• Minimum 6 years of experience working in call center environments preferred
• Minimum 3 years of experience managing technical, customer support, or retail teams required
• Excellent customer service and leadership skills
• Solid technical background with an ability to give instructions to a non-technical audience
• Ability to think and react in a high-energy, fast paced environment
• Exceptional communication skills, written and verbal
• Strong personal time management skills

ABERCROMBIE & FITCH CO. IS AN EQUAL OPPORTUNITY / AFFIRMATIVE ACTION EMPLOYER © ABERCROMBIE & FITCH CO. 2012