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 support a multi-site and remote operation with responsibility for ensuring customer satisfaction globally across multiple brands and markets. You will work collaboratively to contribute to the customer care strategy and navigate and influence through the organization to get things done; own it, do it, done. This involves research into technology solutions and business processes that will improve the customer experience and operational efficiencies, including development of opportunity assessments and analysis.

What You'll Do

• Own real-time monitoring of omni-channel queue applications for variations in hourly, daily, or weekly performance trends.


• Real-time monitor WFO real-time adherence application for out of adherence, attendance, and schedule adjustment opportunities.


• Intraday optimization of break, lunch, eLearning, coaching, meeting, training schedules and coordination of overtime and voluntary time off to ensure a consistent customer experience in a remote environment.


• Maintain IEX for new hires, attrition, skilling, back up skilling, skill change requests, and continuous improvement opportunities


• Report employee activities including but not limited to absenteeism, coaching, training, lunches, breaks, PTO, vacations, group performance, etc.


• Preform schedule or scheduled adherence adjustments received by supervisors and managers.


• Interact with all levels of leadership

Who You Are

• Strong computer skills, with an emphasis on contact center tools (MS Office Excel, PowerPoint, Business Objects tools, Call Management Systems, etc.)


• Create with audacity through using your strong diagnostic skills in listening, probing and analyzing to determine the root cause of errors and translate business problems into data driven solutions


• Continuous learner and possess an organization savviness and communication skills to build relationships and understand the business needs and deliver results


• Ability to work creatively and analytically to make judgements and recommend solutions in a logical manner


• Ability to work in a fast paced, dynamic environment and manage multiple tasks in parallel

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).