Real Time Lead

Depop is the fashion marketplace where the next generation buy, sell and get inspired. We are headquartered in London, UK with locations in Manchester, New York, Los Angeles and Australia. We have over 20 million registered users in 147 countries. In the UK, 1 in 3 Gen Z/Millennials are registered and in the US we have grown 300% over two years. We are also the only European player to have recently entered the top 25 shopping apps by daily active users.

Our mission is to empower the next generation to transform fashion, and our team of over 250 people are dedicated to serving the needs of our global community.

We operate on three pillars:

1. Community: Our buyers, sellers and employees are inclusive, diverse and accessible. We are committed to empowering diversity within the fashion community.
2. Entrepreneurship: We support our community and help them build their business with Depop. We thrive on supporting innovation by shaping an environment where creators, makers or hustlers can thrive. 
3. Sustainability: Depop helps extend the life of garments and reduce waste, we care about the world and want to make a positive change within the fashion industry. 

Role:

Right now, we’re looking for a Real Time Lead to join our growing Community Support team at Depop. The focus is to provide operational excellence across multiple sites, driving quality of service and efficiencies and working alongside Leadership to ensure visibility on user needs, and team performance. This role is based in London with flexible work-from-home options, however please note that we are currently working remotely until further notice during the COVID-19 pandemic.

Working hours: The shift pattern will be 37.5 hours per week, split across 7 days between 9:30am-Midnight GMT.

Responsibilities:

• Real-time monitoring of queues and skill sets, regardless of the location, and identifying contact trends. Re-run and re-forecast intraday staffing requirements based on actual shrinkage
• Develop and maintain real time models providing recommendations for improvement to meet business and customer demand
• Incident management of issues and working to deliver resolutions that are communicated to the whole department 
• Work within an existing team to deliver high-quality standard reporting, providing detailed analysis of daily operational performance and facilitate prior day root cause analysis and develop a plan to ensure SLAs are met
• Maintaining the operational risk registered and deploying mitigation
• Work closely with the Scheduling team to manage staffing levels and shrinkage 
• Prepares reports to determine ticket volume, patterns, service trends, and staff productivity
• Work closely with Community Experience to improve overall schedule efficiency
• Be responsible for real time decision making, ensuring service level objectives are achieved

Requirements:

• Previous experience in real time analysis within a contact centre environment
• Logical and analytical thinker that can quickly evaluate information and identify key issues.
• Curious the ability to deep dive and drive understanding within  fast paced environment
• Agility to understand large amounts of information and drive  business need 
• Building reporting and dashboards, with knowledge of SQL and DB management 
• Self-motivated with good problem-solving skills and root cause analysis  
• Excellent communication skills, both written and verbal and to be able to work with all levels within the organisation building a trusted partnership
• Driving quality of service delivery 
• Proven understanding of customer service tools, Such as Zendesk, ORN, Salesforce
• Working in a fast paced, high growth sector with user first objectives
• Relationship management with 3rd parties and outsourcers

Benefits

Depop offers the opportunity to work in one of the UK's fastest-growing scale-ups, with a vibrant and diverse group of people, building a product we all deeply care about, in addition to:

Learn and Grow: We sponsor and run a myriad of programs, conferences and meet-ups to up-skill our employees and enhance their journey with us, just ask!
Wellbeing: We care about wellbeing. We offer a cycle to work scheme, healthy fruit and snacks in the office, breakfast every Tuesday, eye-care vouchers and a discounted gym membership.
Mental Health: Mental health is a top priority for Depop. We offer subsidised counselling appointments through SelfSpace, have mental health first aiders and also run yoga, meditation and more.
Work/life balance: We have 25 days of holiday with the opportunity to buy or sell 5 more, a day off for activism, and sabbaticals for our long-serving employees.
Family life: We offer flexible working (based on your team), generous parental leave policies, and, all of our offices are dog-friendly!
Financial: We match up to 6 percent on your pension based on qualified earnings and have retail discounts from benefithub.
Fun: We love to celebrate our successes at Depop. On Friday we finish an hour early to socialise with free food, and have amazing Winter and Summer Parties. We also host internal employee socials such as quiz night, games night, movie night and more.

Depop is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.