#xa 0;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 s... more details
Company DescriptionJob 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 partnersDevelop historical patterns for contact arrivals over the years, months, weeks, days as a predictor of the futureLeverages data from contact analytics platform and partners with Experience team to build and maintain promotional calendar to track and incorporate anticipated contact increases into forecastTrack anomaly impacts from analytics platform and normalize forecast for these atypical factors and eventsConduct regular variance analysis to track accuracy of forecastAttend virtual weekly workforce management meetings with vendor partners to share data and suggest staffing changes/needs to accommodate trendsMaintain production data and review of staff plan hours for accuracy to optimize efficiencyMaintain workforce management templates for monthly roll up and required key result performance reportingCreate and interpret reports for leadership, identifying inefficiencies and outlining opportunities for improvementAnalyze different operational metrics to identify emerging trends and make changes to the forecasting modelsAnalyzes 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 activitiesTakes 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 financialsAssist with weekend/evening “on call” process to execute any needed staffing changes related to an outage or volume anomalyOther duties as assigned What Do You Need To Bring? Minimum of 3 years of workforce management requiredStrong written and verbal communication skillsAnalytical thinking, strong attention to detail and a high degree of accuracyComfort presenting in front of internal and external partners, both in-person and virtualAbility to be “on call” weekends/evenings rotationally as neededAbility to learn quickly and adapt to changeStay curious and operate with a sense of ownership, a willingness to learn, and a strong desire to succeedMust balance competing priorities and demonstrate the ability to work without direct supervisionUnderstanding of contact center operations with multiple sites and time zonesStrong Microsoft skills required – Excel and PowerpointExperience with WFM software preferredRetail eCommerce knowledge and/or Customer Care experience a plusPassion for delivering on the highest standards for customer serviceOur 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 GetAs 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 program401(K) savings plan with company matchAnnual companywide review processFlexible spending accountsMedical, dental, and vision insuranceLife and disability insuranceAssociate assistance programPaid parental and adoption leaveAccess to fertility and adoption benefits through CarrotAccess to mental health and wellness app, HeadspacePaid Caregiver LeaveMobile StipendPaid time off & one paid volunteer day per year, allowing you to give back to your communityWork 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 yearOnsite fitness centerMerchandise discount on all of our brandsOpportunities for career advancement, we believe in promoting from withinAccess to multiple Associate Resource GroupsGlobal team of people who will celebrate you for being YOU!Additional InformationABERCROMBIE & FITCH CO. IS AN EQUAL OPPORTUNITY EMPLOYER