Job Description

Job Description

The Workforce Management Analyst role involves analyzing contact arrival patterns to forecast volume, adjusting staffing levels accordingly, and identifying avenues to optimize efficiency to drive an elevated customer and associate experience. Responsibilities include data analysis, forecast accuracy tracking, collaboration with vendor partners, and generating reports for leadership. Additionally, this individual will identify and lead projects within Customer Care that deliver financial savings and/or increased operational efficiencies.

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

What Will You Be Doing? 

• Analyze contact arrival patterns to determine volume coverage needs and leverage trend analysis to create accurate contact forecasts and dynamic schedules across multiple BPO partners
• Develop historical patterns for contact arrivals over the years, months, weeks, days as a predictor of the future
• Leverages data from contact analytics platform and partners with Experience team to build and maintain promotional calendar to track and incorporate anticipated contact increases into forecast
• Track anomaly impacts from analytics platform and normalize forecast for these atypical factors and events
• Conduct regular variance analysis to track accuracy of forecast
• Attend virtual weekly 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
• Maintain workforce management templates for monthly roll up and required key result performance reporting
• Create and interpret reports for leadership, identifying inefficiencies and outlining opportunities for improvement
• Analyze different operational metrics to identify emerging trends and make changes to the forecasting models
• Analyzes productivity, adherence, occupancy, and other metrics trends to identify opportunities for better efficiency, and provides recommendations as applicable for both phone and non-telephony related activities
• Takes ownership on staffing and process recommendations to ensure consistency across the department. Implementation of these processes should be in line with operational standards and enhance both customer and associate experiences.
• Participate and/or lead other projects that drive efficiencies and/or positively impact the Customer Care financials
• Assist with weekend/evening “on call” process to execute any needed staffing changes related to an outage or volume anomaly
• Other duties as assigned

What Do You Need To Bring? 

• Minimum of 3 years of workforce management required
• 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
• Ability to be “on call” weekends/evenings rotationally as needed
• Ability to learn quickly and adapt to change
• Stay curious and operate with a sense of ownership, a willingness to learn, and a strong desire to succeed
• Must balance competing priorities and demonstrate the ability to work without direct supervision
• Understanding of contact center operations with multiple sites and time zones
• Strong Microsoft skills required – Excel and Powerpoint
• Experience with WFM software preferred
• Retail eCommerce knowledge and/or Customer Care experience a plus
• Passion for delivering on the highest standards for customer service

Our Company 

Abercrombie & Fitch Co. (A&F Co.) is a global retailer of five iconic, omnichannel lifestyle brands catering to the kid through millennial customer: Abercrombie & Fitch, abercrombie kids, Hollister, Gilly Hicks and Social Tourist. At A&F Co., we’re here for our associates, customers and communities on the journey to being and becoming who they are – and because no journey is the same, we strive to create an inclusive culture, where everyone is free to share ideas.  

Our Values 

We lead with purpose and always put our people first, which is evidenced by our Great Place to Work™ Certification, as well as being a 2021 recipient of Fortune’s Best Workplaces in Retail, and named a Best Place to Work for LGBTQ+ Equality by the Human Rights Campaign for 16 consecutive years. We’re proud to offer equitable compensation and benefits, including flexibility and competitive Paid Time Off, as well as education and engagement events, 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!

Additional Information

ABERCROMBIE & FITCH CO. IS AN EQUAL OPPORTUNITY EMPLOYER

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