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

The Assistant Workforce Manager Planning & Analytics is responsible for ensuring strategic goals are met through data analysis, forecast modeling, assessing capacity planning and expert in identify trends and changes to contact volume in a large contact center environment. This role will collaborate and communicate with all levels of the organization to ensure forecast alignment with strategic goals. You will lead a team and help create and manage long term, short term and intraday contact volume, productivity and capacity forecasts and providing leadership with risk mitigation plans. This position will act as a support resource for leaders, assisting with and providing guidance on performance impact analysis, operational planning, reporting, budget preparation and management.


This position can be done remotely!

What You'll Do

• Identify trends by channels/brands and case types, perform root cause analysis and provide recommendations for action to mitigate risk and to proactively communicate trends to all levels to leaderships.


• Make staffing recommendations to management based on analysis of real-time performance. Develop and manage service escalation processes that involve routing changes and staff optimization.


• Provides complex data analysis functions to meet brand specific, program or company senior management needs.


• Develop and implement best practices for call handling related to the usage of systems and tools utilized to manage calls, chats, and e-mail.


• Work to create long-term solution to decrease overall system related call drivers to drive better customer experience.


• Review processes to increase efficiencies and leverage systems to drive better agent experience to minimize attrition


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


• Build and develop high performing teams and create conditions to drive performance and host development discussions throughout the year.

Who You Are

• Proven experience in Workforce management and system platforms. NICE experience a plus.


• Experience in financial analysis/planning, predictive modeling/forecasting, project management, and operational analysis


• Continual approach to operational excellence and an advanced proficiency in exceptional organizational and program management skills, along with an ability to prioritize workload, meet deadlines, and perform multiple tasks in a challenging, complex, and fast-paced environment.


• 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

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 - Non NYCPlease 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.
US Candidates - NYCBeginning December 27, 2021 the City of New York requires all employees in the City who work on site to provide proof that they are fully vaccinated against COVID-19, unless an exemption from the vaccine requirement is approved due to an accommodation for a disability, a sincerely held religious belief or other legally protected basis (including status as a victim of domestic violence, stalking or sex offenses).