Operations Manager, Customer Experience

5 days ago


Columbus, Ohio, United States Abercrombie and Fitch Co. Full time
Job Overview

Abercrombie & Fitch Co. is seeking an experienced Operations Manager to lead our Customer Care team in Columbus, Ohio.

Key Responsibilities
  • Manage a team of direct reports within the WFM arena, focusing on real-time analysis and forecasting/planning
  • Oversee the 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
  • Continuously 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
  • Monitor and analyze productivity performance and recommend strategies to enhance contact center performance and lower cost per contact as a result
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
What We Offer
  • Estimated salary: $80,000 - $110,000 per year
  • 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 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)
  • 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


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