Berlin, Berlin, Germany, Germany
March 21, 2024
Apply NowJob description
THE ROLE & THE TEAM
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 forecasting team is responsible for analysing trends and forecasting the demand for the organisation, providing analytical support to our customer care operations functions.
INCLUSIVE BY DESIGN
At Zalando, our vision is to be the starting point for fashion - one that is inclusive by design. We only assess candidates based on qualifications, merit, and business needs. We welcome applications from people of all gender identities, sexual orientations, personal expressions, racial identities, ethnicities, religious beliefs, and disability statuses. We only want to know why you’re great for this role, so please avoid including your picture, age, and marital status in your CV as well.
We want to provide you with a great candidate experience. Please feel free to inform us of any accommodations you may need, so we can best support and assist you throughout the hiring process.
do.BETTER - our diversity & inclusion strategy https //corporate.zalando.com/en/diversity-inclusion
Our employee resource groups https //corporate.zalando.com/en/diversity-inclusion/our-employee-resource-groups
WHAT WE’D LOVE YOU TO DO (AND LOVE DOING)
We’re looking for proficiency in the following areas in order to succeed in this role.
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.
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 forecasting team is responsible for analysing trends and forecasting the demand for the organisation, providing analytical support to our customer care operations functions.
INCLUSIVE BY DESIGN
At Zalando, our vision is to be the starting point for fashion - one that is inclusive by design. We only assess candidates based on qualifications, merit, and business needs. We welcome applications from people of all gender identities, sexual orientations, personal expressions, racial identities, ethnicities, religious beliefs, and disability statuses. We only want to know why you’re great for this role, so please avoid including your picture, age, and marital status in your CV as well.
We want to provide you with a great candidate experience. Please feel free to inform us of any accommodations you may need, so we can best support and assist you throughout the hiring process.
do.BETTER - our diversity & inclusion strategy https //corporate.zalando.com/en/diversity-inclusion
Our employee resource groups https //corporate.zalando.com/en/diversity-inclusion/our-employee-resource-groups
WHAT WE’D LOVE YOU TO DO (AND LOVE DOING)
- In our role as Data Analyst Forecasting you will create forecasts and provide analysis to ensure operational results are achieved.
- Forecast and analyse the expected contact volume for our internal teams and outsourcing partners, to be used to plan capacity in a large scale multi site customer care structure.
- Designing research and experimentation plans and selecting the most appropriate methodologies and metrics to gain insights on our data, related to customer service demand.
- Performing statistical analyses to improve our forecasting models.
- Design, maintain and contribute to our Reporting and Data visualisation portfolio, that provides insights to stakeholders and management of the department.
- Translate business problems into a sound analytical approach, and drive business initiatives connected to your domain area of expertise.
We’re looking for proficiency in the following areas in order to succeed in this role.
- Programming skills experience and proficiency of Python, SQL is a must.
- We will positively evaluate experience in one of the following roles Data or Business Analytics / Workforce Management / Finance or Controlling.
- Experience with database management systems.
- Data acquisition You have experience with defining data requirements (i.e. tracking data) and creating simple ETLs.
- Data visualisation experience with any data viz tool such as Microstrategy, Looker, PowerBI, Tableau.
- Predictive analytics experience with predictive algorithms and time series forecasting. Experience with other Machine Learning use cases will be considered a plus.
- Bachelor's degree in business, statistics, mathematics, engineering, computer science or another quantitative field preferred.
- Great communication skills in an intercultural environment, fluency in English.
- If you think you have what it takes, we encourage you to apply even if you don't meet every single requirement. You may just be the right candidate for this or other roles!
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
