Senior Operations Scheduler

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

We're looking for an Operations Scheduler to maintain Contact Center agent schedules to maximize labor efficiencies across all lines of business. In this role, you'll support staffing levels, set-up new-hire classes in the scheduling software, and monitor time-off. You'll assist with short-term forecasting duties and prepare the staffing documentation for the call center and review on a weekly basis. You'll support workforce managemet scheduling software (IEX), focusing on staffing requirements, volume patterns and operational efficiencies in staffing.

• Ensure schedules are generated on a regular basis to maximize efficiency of resources
• Maintain Workforce Management scheduling software; assist with systemic set-up development and efficient use of IEX to improve efficiencies of labor use in the global Contact Center
• Assist in creating staffing forecasts in IEX which determines need for new training classes based on long-range call forecasts
• Provide various scheduling analyses to ensure optimal schedules and provide staff recommendations
• Help maintain efficient interval schedule patterns (daily, weekly, hourly) by adjusting schedules of call center agents to meet business needs
• Creates new short term schedule options when needed and Work with leadership and agents to meet scheduling (people) needs of the contact center
• Provide and create New Hire and Department Shift Bids
• Manage activaties involving scheduling (including scheduling training, meetings and other scheduled events as needed) and optimize to maxininze efficenties
• Input/update/correct employee schedules in workforce management systems (IEX), maintaining both Agent and after schedule mapping.
• Work with all business partners to develop and answer questions about scheduling policies/procedures that drive efficiencies and fairness in the business

What you'll do

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  Strategic Orientation
  
  
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  Experimentation
  
  
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  Resourcefulness
  
  
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  Collaboration and Influencing
  
  

Who you are

• Call center experience in Operations and Workforce Management and heavy volume scheduling over multiple sites and timezones.
• Working knowledge of contact center scheduling methods and software (i.e. IEX, Five9, Aspect), with specific experience using IEX to administer other people's schedules
• Proficient in Microsoft Office and/or other software/database skills
• Proven Analystical and problem-solving skills
• Ability to prepare reports accurately and on-time

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.