Contact Center Optimization Analyst/Specialist - Onsite- Ohio

The Gap

Groveport, OH

Full Time

Senior

about 1 month ago

Job Description

About the Role

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.

Key Responsibilities

Drive operational excellence in the Contact Center and identify areas of opportunity for optimization of processes and/or technology including, but not limited to, self-service automation, workforce optimization, margin recovery opportunities and value enhancement
Responsible for business case creation, project planning, internal review process forms and publication of end results with a strong emphasis on communication and organized documentation
Regularly present information to influence leadership team decisions and prioritization of initiatives
Own the Business Engagement strategy to support business user communities and project teams as they deliver new or enhanced capabilities and solutions
Build relationships with Brand stakeholders, Product Management, Mission Control, Project, Technical Engineering and CC Technology Vendor teams and leaders
Partner closely with Product Management and Engineering teams to identify technical support issues experienced by business end users and collaborate to drive resolution to minimize risk and business disruption

Requirements

Expert analytical and problem-solving skills with strong critical thinking and business curiosity
Strong strategic thinking skills and ability to perform analysis at a low level of detail; willing to roll up sleeves and get work done if needed
Work experience in specific domain areas including but not limited to Digital/eCommerce, Stores, Product to Market, Asset Management, Enterprise, Operational and Customer Insights
Develop innovative solutions for complex situations in a fast-changing environment; cover a wide range of activities requiring complex judgments
Comprehensive understanding of theories and practices in multiple related subject areas

Benefits & Perks

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

Working at The Gap

Gap Inc. is an equal-opportunity employer and is committed to providing a workplace free from harassment and discrimination. We are dedicated to recruiting, hiring, training and promoting qualified people of all backgrounds, making employment decisions without regard to protected status. We have received numerous awards for our commitment to equality and continue to foster a diverse and inclusive environment of belonging. In 2022, we were recognized by Forbes as one of the World's Best Employers and one of the Best Employers for Diversity.

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