Workforce Planning Manager

at  YOOX NETAPORTER GROUP

Our global Operations team make it possible for us to offer worldwide shipping to more than 180 countries, including same-day delivery to New York, London and Milan, while providing a seamless shopping experience across mobile, tablet and desktop, with easy returns.
We have 9 distributions centres and 11 Customer Care centres who work with in 11 different languages and are available 24/7, 365 days a year.
Operations are now seeking a talented Workforce Manager to join the Customer Care Team.
Location: DC1 Charlton, London
Hours: 37.5 hours per week
Department Size: 70 (Approx.)
Reporting into: Global Head of Continuous Improvement

Besides a competitive salary, we can offer you:

• Performance bonus schemes dependent on the type of role you are in
• Our famous staff discount along with exclusive staff sales
• A pension that both you and the company contribute too
• A portal with an array of discounts on things like theme park and cinema tickets
• Private healthcare for you and your family
• Flexible working
• A chance to be part of a fun and caring team that support each other

Here is a breakdown of what you’ll be doing:

• Definition, standardization and publishing of KPIs, Service Levels, reporting models as well as identifying new criteria for measuring operational effectiveness across Customer Care
• Supporting the Global Customer Care Operations in monitoring KPI’s, such as but not limited to AHT, SLA and ACR of internal and external contact centres
• Provide data, analytics, and resource management insight, to ensure staffing levels are appropriate to handle the incoming volumes, SALE readiness, while also meeting the needs of the business. (e.g., sales targets, campaigns, promotions, etc.)
• Measuring the efficiency and effectiveness of customer channels for both internal and external operations, analyze and provide proposals for optimizing channel distribution
• Verifying with external partners compliance with the forecasting communicated and Service Levels defined on a monthly, quarterly basis, as well as ongoing optimization on a continuous basis
• Defining the structure of new forecasting and reporting models in line with organizational and operational developments of Customer Care, aimed at increasing customer satisfaction and reducing AHT
• Controlling and monitoring costs through the invoicing validation process, partnering closely with the Global Planning, 1P and 3P Management Teams. Facilitating the communication of results achieved to the wider business
• Supporting the Technology Department in the possible development and maintenance of technical and operational data specific solutions aimed at optimizing the performance of services rendered to customers
• Overseeing the Customer Care monthly incentive pay-out task, whilst actively identifying ways in which we can streamline the process
• Responsible for the maintenance and driving improvements of Customer Care dashboards and reporting in PowerBI, essential for cascading performance by Leadership to the business
• Active participation in cross-functional projects, to ensure the development and continuous improvement of the processes and channels used to manage the customer base.
• Performing ad-hoc data requests to meet the operations teams needs.

The type of person we are looking for:

• Dynamic and a team player with strong communication skills
• Thrive in a fast paced, challenging environment
• Self- motivated, proactive and energetic
• Extremely data proficient with Power BI, SQL (or equivalent) and advanced Excel skills
• Investigative mind and solution focused, able to work autonomously
• Commercial acumen and accounting ability
• Experience working in a similar role with internal and external workforce
• Demonstrated excellent planning skills, with at least one year of working in a project management role (desirable)

From the moment you join the YOOX NET-A-PORTER GROUP we are committed to making your journey with us inspirational and evolutionary. If you are passionate, committed and thrive in a collaborative and fast-paced environment, then please apply with a CV.
YOOX NET-A-PORTER GROUP is an equal opportunities employer, we encourage people with a diverse range of backgrounds to apply. We recognize and celebrate the benefits that diversity brings to our workplace, our business and our customers. We welcome and will consider all applications regardless of race and nationality, religion, color, sex, pregnancy or related medical conditions, parental status, sexual orientation, gender identity, gender expression, age, status as an individual with a disability, or any other legally protected characteristics.
If you require any reasonable adjustments to complete your application, please do not hesitate to advise us accordingly.
Experience Level: Mid-Senior level
Workplace Type: Hybri

• Definition, standardization and publishing of KPIs, Service Levels, reporting models as well as identifying new criteria for measuring operational effectiveness across Customer Care
• Supporting the Global Customer Care Operations in monitoring KPI’s, such as but not limited to AHT, SLA and ACR of internal and external contact centres
• Provide data, analytics, and resource management insight, to ensure staffing levels are appropriate to handle the incoming volumes, SALE readiness, while also meeting the needs of the business. (e.g., sales targets, campaigns, promotions, etc.)
• Measuring the efficiency and effectiveness of customer channels for both internal and external operations, analyze and provide proposals for optimizing channel distribution
• Verifying with external partners compliance with the forecasting communicated and Service Levels defined on a monthly, quarterly basis, as well as ongoing optimization on a continuous basis
• Defining the structure of new forecasting and reporting models in line with organizational and operational developments of Customer Care, aimed at increasing customer satisfaction and reducing AHT
• Controlling and monitoring costs through the invoicing validation process, partnering closely with the Global Planning, 1P and 3P Management Teams. Facilitating the communication of results achieved to the wider business
• Supporting the Technology Department in the possible development and maintenance of technical and operational data specific solutions aimed at optimizing the performance of services rendered to customers
• Overseeing the Customer Care monthly incentive pay-out task, whilst actively identifying ways in which we can streamline the process
• Responsible for the maintenance and driving improvements of Customer Care dashboards and reporting in PowerBI, essential for cascading performance by Leadership to the business
• Active participation in cross-functional projects, to ensure the development and continuous improvement of the processes and channels used to manage the customer base.
• Performing ad-hoc data requests to meet the operations teams needs