Real Time Analyst / Workforce Manager (all genders)

Recruiter
Zalando
Location
Berlin
Posted
28 Mar 2022
Closes
30 Jun 2022
Ref
3766363
Function
Customer Service
Level
Manager
As a Real Time Analyst / Workforce Manager (all genders), you are responsible for real time management across more than 25 customer care sites and 23 markets with several service providers and in-house teams in a multicultural environment. You drive and implement meaningful initiatives and together with other internal teams you will optimize the current process, increase our productivity.
WHERE YOUR EXPERTISE IS NEEDED
  • Monitor operational business in real-time and detect possible deviations in forecast, productivity and staffing levels to deliver the expected SLA. Enable quick decision-making and incorporate findings into future learnings
  • Team up closely with our Operations Management, Service Provider Management and other internal and external key stakeholders
  • Ensure that intraday strategies are aligned within the whole Workforce Management Department (Forecasting and Scheduling)
  • Proactively challenge processes, bring up alternatives and improvements
  • Encompassing an inclusive culture and team environments
WHAT WE'RE LOOKING FOR
  • Strong strategic and data driven mindset, experience in Real Time Management, with in a multichannel environment (Chat, Call, Mail, Social Media) and steering of several internal and external teams is a plus
  • Customer focus with a clear understanding of the wider issues impacting the relevant markets. Keep an eye on the required resources, you give confident instructions and keep several plates spinning at the same time to ensure deadlines are met
  • An ability to break down complex problems and prioritize them effectively, backing up with solid data - advanced skills and experience in Excel, BI-Tools (MicroStrategy) and Salesforce are a benefit
  • Experience promoting inclusive culture practices and processes that are models for others
  • Great communication skills in a professional and intercultural environment, fluency
    in English, German is 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 available for internationals
  • Home office equipment available for hybrid working, to support you working from home
  • Hybrid working model with 60% remote per week
  • Opportunity to work from abroad for 30 (working) days per calendar year

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 48 million active customers through diverse skill-sets, interests and languages our teams choose to use.

Zalando's success also tells the story of our exceptional Customer Care team. We love welcoming new colleagues who join us in creating the world's best online fashion experience.

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

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