Posted on: November 16, 2022 | Job#: R81128

Associate Analyst - Intraday

Full time | Remote
6001 Green Point Drive 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

This is a remote role on our Workforce Operations team, which is responsible for managing resources, both internal and external (outsourced), to ensure we are achieving our service level expectations, and maintaining our productivity standards. Our Operations Associate Analyst role is responsible for not only managing and understanding the intra-day workflow and volumes, but also analyzing and understanding the trends and volume drivers which will lead to proactive recommendations/adjustments to resources to most appropriately support our brands and the business.

What You'll Do

Lead, direct and develop strategy for real-time execution of workflow, real-time monitoring of omni-channel queue applications for variations in daily, hourly, or weekly performance trends

Manage countermeasures to minimize planning variances including making decisions on allocation of resources, priority of volume and channel, engaging reserve teams to maximize customer experience, and service levels.

Oversee and manage real time response to events such as system issues, technical outages, application failures, unanticipated facilities closures (safety related), and escalates to appropriate internal and external teams when needed.

Communicate performance updates, insights, and plan of action for performance activities multiple times per day to wide range of audiences including contact center leadership.

Maintain and develop relationships with stakeholders by meeting and educating them on the nuances of Intraday Management to foster credibility and partnership

Who You Are

Experience with analyzing various data points from a variety of sources to tell the underlying story and to provide recommendations as needed. 

Create with audacity through using your strong diagnostic skills in listening, probing and analyzing to translate business problems into data driven solutions.

Ability to make agile judgement decisions in ambiguous situations without specific direction on how to reach a solution. 

Strong written and verbal communications skills,with the ability to communicate and interact across teams and at varying levels from agent to Sr. Leadership. 

Proven experience working on a Workforce Mangement team in a contact center environment utilizing WFM tools (Nice IEX, Nice inContact).  Strong knowledge of contact center fundamentals and metrics. 

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.

US Candidates
Please note that effective, June 30, 2022, Gap Inc. will no longer require any of its employees to wear face masks or require proof of COVID vaccination, unless required by local or state/provincial mandates or as part of Gap Inc’s quarantine guidelines after being exposed to or testing positive for COVID. Therefore, please disregard any language in any job posting that refers to Gap Inc.’s face mask and proof of vaccination policy as said policy is no longer effective.


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

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