Real Time Junior Manager in Berlin bei Zalando

In the heart of Berlin, we always have our finger on the pulse. The customer service at Zalando and Zalando Lounge is the voice and ear of Europe's leading online fashion platform. We impress with our understanding and expertise. We create a unique shopping experience and take feedback seriously to optimise our services and processes. We are proud of what we do and we turn our customers into fans.

In the workforce management department, we are the strategic heart of customer care. Strategic capacity planning, accurate staffing and speedy responsiveness to the Customer Care Operations teams are our core mission.

The Real Time Management team is overseeing and optimizing operational efficiency, resource allocation, and response time results, ensuring that intraday operations run smoothly and efficiently.

INCLUSIVE BY DESIGN

At Zalando, our vision is to be inclusive by design. And this vision starts with our hiring - we do not discriminate on the basis of gender identity, sexual orientation, personal expression, ethnicity, religious belief, or disability status. You are welcome to leave out your picture, age, or marital status from your application. We only assess candidates on their qualifications and merit.

We want to provide you with a great candidate experience. Feel free to inform us of any accommodations you may need, so we can best support you throughout the hiring process.

do.BETTER - our diversity & inclusion strategy: https://corporate.zalando.com/en/our-impact/dobetter-our-diversity-and-inclusion-strategy
Our employee resource groups: https://corporate.zalando.com/en/our-impact/our-employee-resource-groups

WHAT WE’D LOVE YOU TO DO (AND LOVE DOING)

• Monitor and steer the operational business in real-time and detect possible deviations in the forecast, productivity and staffing levels to deliver the expected response times

• Anticipate challenges by analyzing real-time data and key performance indicators to identify trends, bottlenecks, and opportunities for improvement

• Enable quick decision-making and incorporate findings into future learnings

• Collaborate closely with our Operations Management, Service Provider Management, Tech and other internal and external key stakeholders

• Ensure that intraday strategies are aligned within the whole Workforce Management Department (Forecasting, Capacity Planning, Scheduling and Incident Management)

• Encompassing an inclusive culture and team environments

WE’D LOVE TO MEET YOU IF

• Any experience in Real Time Management, with in a multichannel environment (Chat, Call, Mail, Social Media) is a plus

• Strong analytical skills with the ability to interpret data and make data-driven decisions

• Advanced Excel skills are beneficial. Experience with BI tools (MicroStrategy, Looker Studio), Python and SQL are a plus

• An ability to break down complex problems and prioritize them effectively

• Great communication skills in an intercultural environment, proficiency in English is a must, German is a plus

• Working in shifts, Team working hours: Monday-Friday 07:00-22:00, Saturday 08:00-20:00 & Call on duty on Sunday

OUR OFFER

Zalando provides a range of benefits, here’s an overview of what you can expect. Ask your Talent Acquisition Partner to learn more about what we offer.

• Employee shares program

• 40% off fashion and beauty products sold and shipped by Zalando, 30% off Zalando Lounge, discounts from external partners

• 2 paid volunteering days a year

• Hybrid working model with up to 60% remote per week, actual practice is up to each team to best support their collaboration

• Work from abroad for up to 30 working days a year

• 27 days of vacation a year to start

• Relocation assistance available (subject to prior agreement)

• Family services, including counseling and support

• Health and wellbeing options (including Gympass)

• Mental health support and coaching available

• Drive your development through our training platform and biannual peer-to-peer review

Learn all about Zalando and our values here: https://jobs.zalando.com/en/?gh_src=22377bdd1us

Phillip Hudewenz

phillip.hudewenz@zalando.de

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