Senior Capacity Planning & Forecasting Manager

Recruiter
Zalando
Location
Berlin
Posted
30 Aug 2021
Closes
01 Oct 2021
Ref
3414658
Zalando Direct is responsible for building up our B2B marketplace. We are rapidly expanding, with multiple opportunities for development. At its core, Partner Care (PaCa) combines the capabilities of a knowledge platform and a B2B customer service. It is a central part of making our platform more understandable and actionable to our partners by developing and managing our knowledge platform, answering partners’ questions and solving their issues. PaCa is a key function in Zalando Direct Operations aiming at delighting partners using our platform.

As a Capacity Forecasting and Planning Senior Manager, you will ensure that we forecast, plan, steer and manage the Partner Care capacity and workforce in the healthiest and most sustainable way to ensure the highest partner satisfaction whilst being cost-effective.

WHERE YOUR EXPERTISE IS NEEDED
  • You will be responsible for the capacity forecasting and planning of Partner Care for all third-party service providers (vendors) and channels (e.g. email, chat, voice)
  • You will create short and long term capacity and workforce forecasting and planning models in line with all the processes managed by Partner Care
  • You will use trend analysis to proactively identify areas for continued improvement on phone / chat / queue activities. Communicate actionable recommendations to operational management
  • You will work closely with the Head of Partner Care and the Vendor Management team and define with them the short and long-term plans
  • You will support them with your analytical skills on strategic and operational topics, as the main planning and forecasting expert
  • You will closely monitor the forecasting and planning performance against actuals, point out and explain deviations, and derive recommendations to close performance gaps. Your analysis and recommendations will be shared and discussed with senior leaders
  • You will execute cross-functional analysis to support trade-off decisions and projects on overarching topics with a direct impact on several parts of the Partner Care
  • You will contribute to projects with strategic and operational impact, and will work closely with the Partner Care leadership team

WHAT WE ARE LOOKING FOR
  • Master’s in engineering, statistics, data analysis or comparable qualification in a numerical discipline.
  • 5 years of forecasting, scheduling and capacity planning experience within a contact center setup or equivalent workforce planning experience.
  • Solid understanding of telephony, routing and skilling systems desirable.
  • Experience managing specialist workloads within an omni-channel work delivery platform (preferably Salesforce Service Cloud)
  • You are an analytical thinker with a critical mindset.
  • You have strong technical skills in Excel. Knowledge in SQL or other programming languages is a strong plus
  • You have great communication skills and can drive projects with multiple stakeholders and/or teams across
  • You are business-fluent in English

PERKS AT WORK
  • A workplace run on trust, empowerment and feedback; positive, inspiring working atmosphere
  • Competitive salary, employee share shop, 40% Zalando shopping discount, discounts from external partners, centrally located offices, public transport discounts, municipality services, great IT equipment, flexible working times, additional holidays and volunteering time off, free beverages and fruits, diverse sports and health offerings
  • Mentoring and personal development opportunities and an international team of experts
  • Relocation assistance for internationals, PME family service and parent & child rooms

We celebrate diversity and are committed to building teams that represent a variety of backgrounds, perspectives and skills. All employment is decided on the basis of qualifications, merit and business need.

ABOUT ZALANDO

Zalando is Europe’s leading online platform for fashion, connecting customers, brands and partners across 23 markets. We drive digital solutions for fashion, logistics, advertising and research, bringing head-to-toe fashion to more than 40 million active customers through diverse skill-sets, interests and languages our teams choose to use.

Please note that all applications must be completed using the online form - we do not accept applications via email.

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