Real Time Manager (all genders)

at  Zalando

Location
Berlin
Contract
Full time
Job Category
Customer Care
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.

• 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