Assistant Analyst, Customer Care Operations (RTA) - job 1 of 2

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.

The Assistant Analyst, Customer Care Operations (RTA) is responsible for monitoring and managing intraday performance to ensure service level objectives, productivity, and customer satisfaction goals are achieved. This role leverages real-time and historical data to provide analysis, recommendations, and updates to Customer Care leaders, while proactively addressing performance issues and optimizing workforce operations. In addition to managing associate staffing, this role also treats automation tools—such as virtual assistants (e.g. Sidekick) as part of the workforce, monitoring their performance and escalating issues when anomalies arise.  This team member will also support real-time visibility into customer engagement trends, task-based routing, and contact deflection strategies to ensure consistent and efficient customer experience.

This job is located at our Global Home Office in Columbus, Ohio.  

What Will You Be Doing? 

• Monitor intraday performance through real-time reporting, ensuring achievement of service level objectives, productivity, first contact resolution, and CSAT goals
• Watch and report volume changes, monitor contact reasons, and provide near real-time updates on critical items impacting the business
• Communicate and report KPIs to business leaders, providing daily service level and staffing summary emails to the Customer Care team
• Leverage intraday and historical reporting to provide trending analysis and recommendations to improve service levels and overall workforce operations
• Troubleshoot and escalate performance issues in real-time to sites and leadership
• Evaluate staffing trends, complete workforce planning models with actualized data, and make proactive recommendations to drive efficiencies and positive customer experiences
• Provide in-depth analysis of contact center operations, planning and scheduling, identifying changes necessary to improve quality and efficiency as measured by business KPIs
• Maintain tactical staffing and outage processes, ensuring impacts to the business are captured, analyzed, and staffing recommendations are delivered timely
• Coordinate with vendor workforce management to balance contact volumes and staffing needs
• Monitor the performance of digital assistants as part of the real-time operation, identifying anomalies—such as drops in resolution rates—and escalating to Systems for review
• Support the transition to new channels (e.g., SMS) and workflows (e.g., task-based routing), adapting real-time monitoring and staffing strategies accordingly
• Identify and recommend areas for expense control and optimization as well as process improvement opportunities
• Regularly attend vendor WFM meetings to review schedules and ensure appropriate staffing to meet service and efficiency goals
• Participate in weekend on-call rotation to address any customer-impacting issues promptly

What Do You Need To Bring? 

• Ability to generate new ideas and create solutions with a growth mindset
• Shows high attention to detail
• Works with a sense of urgency and demonstrates a drive for results
• A collaborative approach to work; builds strong partnerships with business partners
• Ability to multi-task in a dynamic work environment and manage competing priorities
• Familiarity with AI-powered tools (e.g., bots, virtual assistants) and a willingness to learn how automation impacts real-time operations and staffing strategies
• Possesses deep analytical thinking and problem-solving capabilities 
• Strong communication skills, written and verbal 
• Proficiency in Microsoft Office 365, including Excel
• Retail eCommerce knowledge and/or Customer Care experience a plus 
• Bachelor’s degree required

Our Company  

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. 

The company operates a family of brands, including Abercrombie & Fitch, YPB, abercrombie kids, Hollister and Gilly Hicks, each sharing a commitment to offer products of enduring quality and exceptional comfort that support global customers on their journey to being and becoming who they are. Abercrombie & Fitch Co. operates over 750 stores under these brands across North America, Europe, Asia and the Middle East, as well as the e-commerce sites abercrombie.com, abercrombiekids.com, and hollisterco.com. 

At Abercrombie & Fitch Co., we lead with purpose and always put our people first. We’re proud to offer equitable compensation and benefits, including flexibility and competitive Paid Time Off, as well as education and engagement events, including various Associate Resource Groups, volunteer opportunities and additional time off to give back to our global communities.  

Benefits & Perks  

As an Abercrombie & Fitch Co. (A&F Co.) associate, you’ll be eligible to participate in a variety of benefit programs designed to fit you and your lifestyle. A&F Co. is committed to providing competitive and comprehensive benefits that align with our company’s culture and values, but most importantly – with you! We also provide competitive incentives to reward the commitment our associates have for moving our global business forward:  

• 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! 

ABERCROMBIE & FITCH CO. IS AN EQUAL OPPORTUNITY EMPLOYER