Senior Analyst, Customer Care Operations

Abercrombie & Fitch - Columbus, OH

Full-time - Mid Level

Columbus, OH

Clothing, Clothing Accessories, Shoe, and Jewelry Retailers

About the position

The Senior Analyst, Customer Care Operations role at Abercrombie & Fitch involves leading a dedicated Workforce Management (WFM) team to enhance customer care operations. The position focuses on managing the Customer Care budget, developing accurate forecasts, and implementing innovative strategies to optimize staffing and improve customer experience. The analyst will collaborate with cross-functional partners and leverage new technologies to drive efficiency and effectiveness in customer care operations.

Responsibilities

• 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 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.

Requirements

• 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.

Benefits

• 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
• 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
• Access to multiple Associate Resource Groups
• Global team of people who will celebrate you for being YOU!