WFM Forecasting and Planning Analyst (m/f/d)

Recruiter
Zalando
Location
Berlin
Posted
18 Sep 2021
Closes
20 Nov 2021
Ref
3455674
Function
Operations
Level
Manager
As Network Planning Analyst in our Workforce Management Department in Customer Care you will be responsible for strategic planning and development of the capacity planning and staffing function. You will create forecasts and provide analysis to ensure optimum productivity and operational results are accurately reported.
WHERE YOUR EXPERTISE IS NEEDED
  • Compile, distribute and analyze, interval, daily, weekly, and monthly capacity planning reports
  • Maintain and review information related to forecasting accuracy, performance, efficiency recommendations, operational risks / opportunities and forecast updates/ trending
  • Forecast and analyze the expected contact volume for our internal teams and outsourcing partners and plan capacity in a large scale multi site customer care structure
  • Identify new methodologies, strategies and opportunities for our customer service capacity planning and for our channel proposition towards customers in order to reduce costs and boost efficiency
WHAT WE’RE LOOKING FOR
  • Bachelor’s degree or equivalent and at least 2 years experience in previous experience in capacity planning, workforce management or service supply-chain management or an analyst role
  • Strong Excel skills and experience with database management systems
  • Programming skills, experience and knowledge of Python, SQL or other programming languages are a big advantage.
  • Great communication skills in an intercultural environment, fluency in English; German and other languages are a plus
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 20 markets. We drive digital solutions for fashion, logistics, advertising and research, bringing head-to-toe fashion to more than 42 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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