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 in related to customer impacts and store operations. 

As a Customer Care Operations Sr. Analyst, you will lead and inspire a dedicated WFM team, driving excellence in managing the Customer Care budget to achieve cost efficiency while delivering an exceptional customer experience. You will champion the development of precise forecasts and innovative real-time strategies, while fostering collaboration with cross-functional partners to leverage new technologies and optimize staffing for maximum impact.

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

What Will You Be Doing? 

• Lead, mentor, and develop a team of direct reports within the WFM arena, focusing on real-time analysis and forecasting/planning
• Manage overall Customer Care budget and financial plan, emphasizing cost reduction while maintaining or exceeding customer satisfaction goals
• Support the creation and maintenance of accurate short-term and long-term forecasts for primarily outsourced contact center volumes utilizing historical data, trends, upcoming promotions, and other business drivers
• Continually seek and evaluate new tools, technologies, data points, and processes to improve forecasting accuracy and stay in line with industry best practices
• Execute real-time adherence strategies to optimize queues and channels at all times
• Own tracking and analysis processes for forecasting headcount, site capacity, and performance of key results across all partners and geographies
• Continually monitor and analyze productivity performance and recommend strategies to enhance contact center performance and lower cost per contact as a result
• Regularly evaluate and assess hours of operations, concurrency structures, and site channel mix options to ensure we are operating as efficiently as possible, while maintaining a positive customer and associate experience
• Team Up with cross-functional partners to be able to effectively adjust the budget and staffing plans for any AI or technology updates
• Lead reoccurring business reviews with Finance partners and other leaders across the business
• Participate in “on call” process to ensure that appropriate staffing strategies are quickly actioned in response to any service disruptions or outages
• Conduct ad hoc analysis and monitoring as needed

What Do You Need To Bring? 

• 2-3 years’ experience leading a team of direct reports
• 3 + years’ experience within a workforce management team (inclusive of real-time analysis, forecasting, scheduling, and reporting) – preferably within a BPO or supporting a BPO
• Experience managing budgets, financial plans, and implementing cost-savings strategies
• Deep analytical thinking and problem-solving capabilities
• 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

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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