Posted on: July 19, 2021 | Job#: 367376

Manager - Workforce Operations-Contact Center

Full-time | 6001 Green Pointe Dr. S., Groveport, OH, US 43125


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About Gap Inc.

Our brands bridge the gaps we see in the world. Old Navy democratizes style to ensure everyone has access to quality fashion at every price point. Athleta unleashes the potential of every woman, regardless of body size, age or ethnicity. Banana Republic believes in sustainable luxury for all. And Gap inspires the world to bring individuality to modern, responsibly made essentials.     

This simple idea—that we all deserve to belong, and on our own terms—is core to who we are as a company and how we make decisions. Our team is made up of thousands of people across the globe who take risks, think big, and do good for our customers, communities, and the planet. Ready to  learn fast, create with audacity and lead boldly? Join our team.

About the role

In this role, you will be responsible for planning, forecasting and execution of Intraday management for the Contact Center (s). You will develop staffing strategies, optimize staffing, and actively manage daily service levels to continuously meet business objectives. The Manager of Workforce Manager oversee Scheduling and Intraday teams over multiple locations.

What you'll do

  • Monitor, track and analyze workforce management KPIs to validate assumptions and build plans to continuously improve performance and met business objectives.

  • Identify and actively drive team changes, staffing and training needed to support capacity needs while driving the resource planning discussions, ensuring proper levels across location and service channels.

  • Manage and drive scheduling processes to review volume demand patterns to generate schedules designed to maximize agent utilization.

  • Ensure real-time escalation workflows are effective, and proactive communications to the leadership team.

  • Oversee proactive scheduling of discretionary activities such as training, meetings, and overtime.

  • Conduct daily, weekly and monthly sessions with leaders to provide results, outlook, and recommendations.

  • Manage and support telephony and IVR environment.

  • Oversee the support of troubleshooting and equipment management for agents.

Who you are

  • 7 to 10 years workforce management experience in contact center operations or other high-volume complex service or/or operational environment.

  • Experience in workforce management software and contact center platforms; vendor outsourcing experience preferred.

  • Ability to drive accountability and standardized best practices and leverages support functions to optimize operational performance while meeting budgeted goals

  • Strong analytical skills, including ability to review data/processes & independently determine/implement solutions while driving distribution practices

  • Strong problem solving & decision quality: Able to use rigorous logic and methods to solve problems with effective solutions, an aptitude for critical thinking

  • Strong communication and interpersonal skills, including the ability to build constructive and effective relationships with a broad and diverse group of business partners

  • Understanding of Financial and Business Acumen to evaluate financial and business indicators and translate data into actionable information to drive results; proficiency in retail metrics

  • Ability to lead and be productive through organization change and challenges

Benefits at Gap Inc.

  • Merchandise discount for our brands: 50% off regular-priced merchandise at Old Navy, Gap, Banana Republic and Athleta, and 30% off at Outlet for all employees.
  • One of the most competitive Paid Time Off plans in the industry.*
  • Employees can take up to five “on the clock” hours each month to volunteer at a charity of their choice.*
  • Extensive 401(k) plan with company matching for contributions up to four percent of an employee’s base pay.*
  • Employee stock purchase plan.*
  • Medical, dental, vision and life insurance.*
  • See more of the benefits we offer.

*For eligible employees

Gap Inc. is an equal-opportunity employer and is committed to providing a workplace free from harassment and discrimination. We are committed to recruiting, hiring, training and promoting qualified people of all backgrounds, and make all employment decisions without regard to any protected status. We have received numerous awards for our long-held commitment to equality and will continue to foster a diverse and inclusive environment of belonging. This year, we’ve been named as one of the Best Places to Work by the Humans Rights Campaign for the fourteenth consecutive year and have been included in the 2019 Bloomberg Gender-Equality Index for the second year in a row.


We’ll send you to our application portal to get started.

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