Job Description
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 teamis 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 As part of the Contact Center Customer Experience Team at Gap Inc., the Analyst will play a critical role in evaluating the overall customer experience during interactions and providing actionable insights and performance trending analysis to Leaders. You will support a multi-site remote operation with responsibility for leading agent effectiveness and efficiency and demonstrating change agility, delivering a low-effort and value-added customer experience across multiple channels and teams.
What You'll Do - Participate in the execution of Quality Assurance standards utilizing industry best practices and fully leveraging QA platforms
- Independently perform and share broad, trends-based agent performance analysis from a variety of channels (voice, chat, email & SMS) to identify critical customer service knowledge gaps and inefficiencies across multiple frontline teams.
- Compile customer experience and compliance data from various reporting and query sources into tables, charts, and or presentations to tell a story.
- Participate in listening initiatives to discover consumer requirements and expectations as well as sharing insights regarding issue trends.
- Plan and monitor department evaluation and calibration workload to ensure monthly goals and service levels are met.
- Accountable for supporting team performance improvement through teaching, coaching, and providing meaningful feedback to leaders that drives a culture of high performance and engagement.
Who You Are - Proven experience in Customer Service with leadership experience, preferably in a retail contact center environment. Previous customer contact center experience, understanding dynamics and processes a plus.
- Ability to translate disparate data into themes and trends, prioritize insights based upon business impact, and recommend actionable solutions in a creative and logical manner.
- Experience in reporting and analysis (query building and data visualizations), ability to quickly acquire new software skills
- Excellent communication skills; both verbally and written (ability to synthesize information into a clear, simple story and visualize data)
- You have a natural curiosity: always asking the next question and seeking to understand at the nuanced level to spark a new idea
- 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.
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. In 2022, we were recognized by Forbes as one of the World's Best Employers and one of the Best Employers for Diversity.
Salary Range: $44,700 - $57,000 USD
Employee pay will vary based on factors such as qualifications, experience, skill level, competencies and work location. We will meet minimum wage or minimum of the pay range (whichever is higher) based on city, county and state requirements.
Job Tags
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