Analyst, Customer Care Operations

Abercrombie and Fitch Co.•Columbus, OH

12d•Onsite

About The Position

Store Operations & Customer Care is the global support center for store associates and customers for Abercrombie & Fitch, Abercrombie Kids, Hollister, and Gilly Hicks brands. The team oversees the strategy, development and implementation of operations for our owned and operated retail stores and customer care services, while also supporting wholesale and franchise partnerships. They foster a culture of efficiency, accountability, and innovation through collaboration to enhance customer experiences, improve associate effectiveness, and maximize revenue. The team provides strategic direction for critical business processes and systems including labor optimization, inventory operations, omnichannel fulfillment, performance analytics, associate technology, multi-channel communications, digital experiences, and customer service. They maintain financial accountability for related operational and capital expenses, driving operational excellence and continuous process improvement. As a Customer Care Operations Analyst, you will lead a high-performing Workforce Management team, driving operational excellence through strategic forecasting, real-time performance management, and budget ownership. You will play a critical role in aligning staffing strategies with business goals and ensuring cost efficiency while maintaining exceptional customer service standards. This role requires strong analytical acumen, cross-functional collaboration, and a forward-thinking mindset to integrate AI and automation trends into workforce planning. You will also partner closely with Finance, Automation Experience, and Customer Care leadership to continuously optimize performance, improve forecasting accuracy, and support scalable growth. This job is located at our Global Home Office in Columbus, Ohio.

Requirements

2-3 years’ experience leading a team of direct reports
Experience managing budgets, financial plans, and implementing cost-savings strategies
Aligns team and cross-functional work with big picture strategies and goals
Deep analytical thinking and problem-solving capabilities
Plans and prioritizes resources needed to achieve results
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

Responsibilities

Lead, mentor, and develop a team of direct reports within the WFM function, with a focus on real-time analysis and forecasting/planning
Support the creation and maintenance of accurate short-term and long-term forecasts for primarily outsourced contact center volumes using historical data, trends, promotions, and other business drivers
Own tracking and analysis processes for headcount forecasting, site capacity, and performance outcomes across all partners and geographies
Partner with Automation Experience to incorporate self-service adoption and digital resolution rates into forecasting and staffing models
Continually seek and evaluate new tools, technologies, data points, and processes to improve forecasting accuracy and align with industry best practices
Execute real-time adherence and queue management strategies to optimize performance across channels
Regularly monitor productivity and staffing efficiency, evaluating hours of operations, concurrency models, and channel mix to improve performance and lower cost per resolution
Build and actively monitor geo-diversified staffing plans to ensure channel coverage across multiple locations, leveraging cross-skilling to flex coverage and mitigate disruptions
Support the creation and upkeep of workforce planning documentation, assumptions, and operational playbooks to ensure consistency, continuity, and effective knowledge transfer across the team and BPO partners
Own and maintain CRM reporting to ensure BPO partners have consistent visibility into key operational performance metrics
Manage the Customer Care budget and financial plan, identifying opportunities to optimize cost while maintaining or exceeding customer satisfaction goals
Partner cross-functionally to adjust staffing and budget plans in response to AI, technology, or process changes
Lead recurring business reviews with Finance partners and other business leaders
Participate in an on-call rotation to ensure timely staffing response to service disruptions or outages
Conduct ad hoc analysis and monitoring as needed

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 and 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 and six work from anywhere weeks per year)
Seven associate wellness half days per year
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!