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Scheduler- Contact Center

Gap Inc.
Groveport, Ohio, United States
Closing date
6 Apr 2023

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Job Details

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

In this role, the Workforce Scheduling/Forecasting team is responsible for interpreting call data, formulating, and implementing modifications to staffing plans for agent schedules and skill assignments to balance resources for future planning, to meet department service levels and performance guarantees. This role will provide input and assist in the management of staff resources dynamically to support department goals and expectations. Process timely, accurate reports on performance, goals, actions taken and needed to meet our daily goals.

What You'll Do

  • Drive functional and systemic set-up, integrity, development and efficient use of IEX scheduling software to improve efficiencies of labor use in the global Customer Contact Center, which includes Voice and Chat agents.
  • Ensure efficient interval schedule patterns (daily, weekly, hourly) by working to adjust schedules of call center agents to meet business needs, and by maintaining patterns in IEX. Maintain other IEX input requirements including AHT and Shrinkage sets.
  • Analyze call patterns, call volume, trends, gap analysis and historical data to develop models to predict future growth statistics.
  • Create business intelligence reports for planning and performance purposes and to compare expected volumes, schedule performance, and future forecasts to actuals.
  • Prepare short term and long-term forecasting needs to properly convey accurate staffing surpluses or deficits.
  • Creates and implements new scheduling strategies. Takes proactive steps to ensure schedules match the arrival of calls or offline work (email/chat/survey/sms) queues to include recommending solutions to Operations team, adjusting shifts and/or reprioritizing agent activities.
  • Work with Site leadership focusing on pre-planning and execution, driving to meet customer commitments while maintaining a high level of efficiency, reducing variation, and focusing on cost optimization
  • Compare Key Performance Metrics (KPI's) on a daily, intra-daily, weekly, monthly, and annual basis understanding root cause of variation
  • Monitor volume, Average Handle Time (AHT), and staffing trends to forecast ensuring understanding of variation and working to solve for staffing gaps
  • Serve as the WFM forecasting resource, providing data and feedback to leadership, to improve overall forecasting accuracy

Who You Are

  • Demonstrated knowledge and experience in Workforce Management within a Contact Center environment.
  • Experience in a multi-channel retail customer contact contact center with responsibilities for all current forms of customer contacts, including phone, chat, email, and social media interaction.
  • Strong knowledge of contact center scheduling software and forecasting tools, preferably Nice IEX.
  • Strong analytical skills, with ability to collect, organize and analyze large / complex data sets efficiently and effectively.
  • Present problem analysis and recommended solutions in a creative and logical manner.
  • Excellent interpersonal and communication skills, able to develop good relationships with business partners
  • Must possess the ability to self-check consistently for the best possible outcome.
  • Must have the ability to work well under pressure, with the ability to multitask.

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.

US CandidatesPlease 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.


Doris and Don Fisher opened the first Gap store in 1969 with a simple idea — to make it easier to find a pair of jeans and a commitment to do more. Over the last 46 years, the company has grown from a single store to a global fashion business with five brands — Gap, Banana Republic, Old Navy, Athleta and Intermix.

Gap's clothes are available in 90 countries worldwide through 3,300 company-operated stores, almost 400 franchise stores, and e-commerce sites and is still growing.

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