Senior Operations Analyst

4 days ago

Columbus, Ohio, United States Abercrombie and Fitch Co. Full time
Job Title: Senior Analyst, Customer Care Operations

At Abercrombie & Fitch Co., we're seeking a highly skilled Senior Analyst to join our Customer Care Operations team. As a key member of our team, you'll be responsible for leading and inspiring a dedicated workforce management team, driving excellence in managing the Customer Care budget to achieve cost efficiency while delivering an exceptional customer experience.

Key Responsibilities:
  • Lead, mentor, and develop a team of direct reports within the workforce management arena, focusing on real-time analysis and forecasting/planning
  • Manage overall Customer Care budget and financial plan, emphasizing cost reduction while maintaining or exceeding customer satisfaction goals
  • Support the creation and maintenance of accurate short-term and long-term forecasts for primarily outsourced contact center volumes utilizing historical data, trends, upcoming promotions, and other business drivers
  • Continually seek and evaluate new tools, technologies, data points, and processes to improve forecasting accuracy and stay in line with industry best practices
  • Execute real-time adherence strategies to optimize queues and channels at all times
  • Own tracking and analysis processes for forecasting headcount, site capacity, and performance of key results across all partners and geographies
  • Continually monitor and analyze productivity performance and recommend strategies to enhance contact center performance and lower cost per contact as a result
  • Regularly evaluate and assess hours of operations, concurrency structures, and site channel mix options to ensure we are operating as efficiently as possible, while maintaining a positive customer and associate experience
  • Team Up with cross-functional partners to be able to effectively adjust the budget and staffing plans for any AI or technology updates
  • Lead reoccurring business reviews with Finance partners and other leaders across the business
  • Participate in "on call" process to ensure that appropriate staffing strategies are quickly actioned in response to any service disruptions or outages
  • Conduct ad hoc analysis and monitoring as needed
Requirements:
  • 2-3 years' experience leading a team of direct reports
  • 3 + years' experience within a workforce management team (inclusive of real-time analysis, forecasting, scheduling, and reporting) – preferably within a BPO or supporting a BPO
  • Experience managing budgets, financial plans, and implementing cost-savings strategies
  • Deep analytical thinking and problem-solving capabilities
  • 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
About Abercrombie & Fitch Co.

Abercrombie & Fitch Co. is a global, digitally-led, omnichannel specialty retailer of apparel and accessories catering to kids through millennials with assortments curated for their specific lifestyle needs.

We lead with our purpose of being here for you on the journey to being and becoming who you are, fuels our customer-led brands and our global associates. We offer a range of educational and engagement opportunities, including various Associate Resource Groups, volunteer opportunities and additional time off to give back to our global communities.

What We Offer:
  • 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

  • Senior Commercial Operations Analyst

    5 days ago

    Columbus, Ohio, United States BD (Becton, Dickinson and Company) Full time

    Job Description SummaryAs a Senior Commercial Operations Analyst, you will provide critical support to the offer development process for Enterprise deals across multiple US Business Segments and ongoing support of the US Region Contract and Pricing Council. This role will ensure the effective implementation of complex, critical contract activities which...

  • Senior IT Analyst

    4 weeks ago

    Columbus, Ohio, United States Blue Star Partners, LLC Full time

    Job Title: Senior IT AnalystBlue Star Partners, LLC is seeking a highly skilled Senior IT Analyst to join our team. As a key member of our IT department, you will be responsible for managing the provision of outsourced server operations and infrastructure services.Key Responsibilities:Collaborate with the Director of IT Operations and IT Operations Managers...

  • Senior Business Operations Analyst

    4 weeks ago

    Columbus, Ohio, United States Liberty Mutual Full time

    Job SummaryWe are seeking a highly skilled Senior Business Operations Analyst to join our team at Liberty Mutual. As a key member of our organization, you will be responsible for re-engineering business operations to improve business results and operational effectiveness.Key ResponsibilitiesEvaluate complex business requirements and model data and/or system...

  • Senior Business Analyst

    3 weeks ago

    Columbus, Ohio, United States Planet Interactive Full time

    Senior Business AnalystAt Planet Interactive, we're seeking a seasoned Senior Business Analyst to join our team. As a key member of our organization, you'll play a critical role in driving business growth and improvement through strategic analysis and problem-solving.Key Responsibilities:Lead cross-functional teams to develop and implement business solutions...

  • Senior Business Analyst

    3 weeks ago

    Columbus, Ohio, United States Planet Interactive Full time

    Job Title: Senior Business AnalystWe are seeking a highly skilled Senior Business Analyst to join our team at Planet Interactive. As a Senior Business Analyst, you will play a key role in driving business growth and improvement by analyzing business needs and developing solutions to meet those needs.Key Responsibilities:Lead management disciplines for large...

  • Senior Security Analyst

    23 hours ago

    Columbus, Ohio, United States Bath & Body Works Full time

    Job Title: Senior Security AnalystAt Bath & Body Works, we are committed to creating a diverse, equitable, and inclusive culture focused on delivering exceptional fragrances and experiences to our customers. We are seeking a Senior Security Analyst to lead our Detection, Response, and Remediation functions.The Senior Security Analyst will be responsible for...

  • Senior Business Operations Analyst

    4 weeks ago

    Columbus, Ohio, United States Liberty Mutual Full time

    Job SummaryWe are seeking a highly skilled Senior SBU System Support Analyst to join our team. As a key member of our organization, you will be responsible for re-engineering business operations to improve business results and operational effectiveness.Key ResponsibilitiesEvaluate complex business requirements and model data and/or system...

  • Global Business Operations Senior Analyst

    2 weeks ago

    Columbus, Ohio, United States InsideHigherEd Full time

    Job Title: Global Business Operations Senior AnalystThis role is responsible for overseeing all aspects of the grant lifecycle, ensuring compliance with federal and state regulations, and the effective achievement of project objectives. The Global Business Operations Senior Analyst will provide a range of strategic and administrative processes to support the...

  • Global Business Operations Senior Analyst

    2 weeks ago

    Columbus, Ohio, United States InsideHigherEd Full time

    Job Title: Global Business Operations Senior AnalystThis role is responsible for overseeing all aspects of the grant lifecycle, ensuring compliance with federal and state regulations, and the effective achievement of project objectives. The Global Business Operations Senior Analyst will provide a range of strategic and administrative processes to support the...

  • Senior Business Operations Analyst

    2 weeks ago

    Columbus, Ohio, United States Oracle Full time

    Job SummaryWe are seeking a highly skilled Senior Business Analyst to join our team at Oracle. As a key member of our organization, you will be responsible for providing programs to improve operational efficiency, consistency, and compliance in support of our financial and tactical business objectives.Key ResponsibilitiesDevelop and maintain business...

  • Senior Commercial Operations Analyst

    3 days ago

    Columbus, Ohio, United States BD (Becton, Dickinson and Company) Full time

    Job SummaryWe are seeking a highly analytical and detail-oriented Senior Commercial Operations Analyst to join our team at BD (Becton, Dickinson and Company). As a key member of our Commercial Operations team, you will play a critical role in supporting the development of commercial strategies and driving profitable sales growth.Key Responsibilities•...

  • Senior IT Analyst

    4 weeks ago

    Columbus, Ohio, United States Blue Star Partners, LLC Full time

    Job Title:Senior IT Analyst - Disaster Recovery Technical AnalystLocation:Columbus, OH - Hybrid position - Onsite Tuesdays and WednesdaysPeriod:8/5/2024 – 12/20/2024Rate:$50 – $58 per hour based on experience and qualificationsEmployment Type:W-2 only, Temp to HireScope of Services:The IT Analyst helps manage the provision of outsourced server operations...

  • Senior Data Analyst

    4 weeks ago

    Columbus, Ohio, United States Vantage Point Logistics (VPL) Full time

    Job OverviewVantage Point Logistics (VPL) is seeking a highly skilled Senior Data Analyst to join our Data and Analytics team in Operations. As a key member of our team, you will be responsible for providing business insights and analytics to support our operations, sales, and product teams.Key ResponsibilitiesProvide data-driven insights to inform business...

  • Senior Business Solutions Analyst

    5 days ago

    Columbus, Ohio, United States Planet Interactive Full time

    Senior Business AnalystPlanet Interactive is seeking a highly skilled Senior Business Analyst to join our team. As a key member of our organization, you will play a critical role in driving business growth and improvement through strategic analysis and problem-solving.Key Responsibilities:Lead cross-functional teams to develop and implement business...

  • Senior Business Solutions Analyst

    4 days ago

    Columbus, Ohio, United States Planet Interactive Full time

    Senior Business AnalystAt Planet Interactive, we're seeking a seasoned Senior Business Analyst to join our team on a ~7 month contract. This role will be 40 hours a week and will be hybrid in Columbus, OH.Key Responsibilities:Collaborate with business and technical teams to understand and document requirements for large-scale projects or high-complexity...

  • Senior IT Analyst

    2 weeks ago

    Columbus, Ohio, United States NiSource Full time

    Job SummaryThe Senior IT Analyst is responsible for identifying, defining, and documenting business requirements and functional specifications for various IT projects and initiatives. This role collaborates with service providers, business partners, and stakeholders to ensure alignment of expectations, deliverables, and timelines.Key...

  • Senior Commercial Operations Analyst

    10 hours ago

    Columbus, Ohio, United States BD (Becton, Dickinson and Company) Full time

    Job Description SummaryAs a Senior Commercial Operations Analyst, you will play a critical role in supporting the offer development process for Enterprise deals across multiple US Business Segments and ongoing support of the US Region Contract and Pricing Council.This role will involve working closely with internal customers in Offer Development, Commercial...

  • Senior IT Analyst

    4 weeks ago

    Columbus, Ohio, United States Chipotle Mexican Grill Full time

    Job Title: Senior Analyst, IT Corporate SupportCultivating a better world through technology is at the heart of Chipotle Mexican Grill's mission. As a Senior Analyst, IT Corporate Support, you will play a vital role in ensuring the smooth operation of our corporate IT systems and applications.The OpportunityAs a key member of our IT team, you will be...

  • Senior Cybersecurity Analyst

    23 hours ago

    Columbus, Ohio, United States Oracle Full time

    Job Title: Senior Cybersecurity AnalystOracle is seeking a highly skilled Senior Cybersecurity Analyst to join our Security Operations Center (SOC) team. As a key member of our team, you will be responsible for leading and managing complex security investigations, providing guidance and mentorship to junior analysts, and operating security tools to enhance...

  • Senior IT Analyst

    4 weeks ago

    Columbus, Ohio, United States NiSource Full time

    Job SummaryThe Senior IT Analyst is responsible for identifying, defining, and documenting business requirements and functional specifications for various IT projects and initiatives. This role collaborates with service providers, business partners, and stakeholders to ensure alignment of expectations, deliverables, and timelines.Key...