Analyst, Customer Care Operations

Company Description

Job Description 

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.  

What Will You Be Doing? 

• 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

What Do You Need To Bring? 

• 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

Our Company  

Abercrombie & Fitch Co. is a global, digitally led omnichannel spe