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 SLA
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)
Proactively challenge processes, suggest alternatives and implement improvements
Encompassing an inclusive culture and team environments
Share your knowledge and experience to mentor junior team members
WE’D LOVE TO MEET YOU IF
Strong analytical skills with the ability to interpret data and make data-driven decisions
Experience in Real Time Management within a multichannel environment and steering several internal and external teams as part of in-house operations or at an external service provider
Customer focus with a clear understanding of the wider issues impacting the relevant markets and propositions
An ability to break down complex problems and prioritize them effectively
Advanced Excel skills are a must. Experience with BI-Tools (MicroStrategy) and Salesforce are a benefit, programming skills are a plus (SQL and Python)
Great communication skills in an intercultural environment, proficiency
in English is a must, German is a plusWillingness to work 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