Workforce Management Assistant Analyst



Abercrombie & Fitch Co. is a portfolio of lifestyle brands including Abercrombie & Fitch, abercrombie kids, Hollister, and Gilly Hicks. Reaching customers across 120+ countries, we strive to create customer-centric, omni-channel experiences for our global customer base.


How do we do it? Every day, our associates show up and empower one another to stay curious and think big. As a team of relentless innovators, we aren't afraid to dream boldly. We are accountable and aim to the highest caliber to understand, push boundaries and embrace change. We coach, mentor, care, and bring our best selves every day because we are in this together. Whether you lead yourself, a team, or the company, everyone is a leader at A&F.


At Abercrombie & Fitch, quality is in our roots and we're on a mission to honor this rich heritage. With an unwavering focus on our customer, we strive every day to deliver a unique and welcoming experience, whether in our stores or online. Our three global brands, Abercrombie & Fitch, abercrombie kids and Hollister Co., are the embodiment of our passion for the incredible product. At the heart of it all is our amazing 500-acre campus, nestled just outside of Columbus, Ohio. With an open workspace, inspiring views, and even a place to gather as a team around the fire pit, our Home Office fosters a diverse and inclusive culture that consistently seeks the input of our associates and focuses on the future. We are looking for leaders, visionaries, and creatives who are willing to roll up their sleeves and write the next chapter in our brand's legacy.

Supply Chain Analysts support our global logistics network to efficiently deliver products for our brands. Supporting areas include international transportation and operations, global trade compliance, supply chain strategy and coordination, e-commerce operations, global procurement and positions driving success within our world-class distribution centers. Our Supply Chain team synchronizes supply and demand, while measuring global business performance.

The E-Commerce team at Abercrombie & Fitch is the driving force behind all our innovative digital and omni-channel operations. This team is focused on developing, designing, testing, and implementing new and improved ways for our customers to experience the brands both in stores and online.
This individual will be responsible for reporting and analysis of all contact center performance and adherence to agreed upon service level and metric agreements. S/he will work with sites on contact forecasting and staffing requirements. S/he will also be responsible for consolidated reporting, analysis of trends and anomalies, and provide recommendations for increased performance, customer satisfaction, and cost savings.


- Understand full contract terms and service level agreements with all domestic and international sites
- Understand and utilize full suite of operational tools within integrated telecom solution to enhance performance and drive return on investment
- Direct contact with site volume and staffing and site monitor stations to ensure service levels are being met and addressed in a proactive manner
- Utilize trend analysis along with promotional information to produce volume projections and adjust accordingly as changes occur, ensuring proper coverage
- Create and produce reporting on service levels and performance by site
- Create strategies to improve customer support and maximizing expense
- Escalate performance issues real-time to sites and management
- Provide opportunity recommendations to management, technology, quality assurance, and training groups
- Ad hoc analysis and monitoring as needed
- Trend analysis
Full time
Columbus, OH 43216, US