Job Description

The Workforce Supervisor is responsible for end-to-end Workforce Management (WFM) functions within the THE ICONIC contact center environment. This role oversees forecasting, capacity planning, scheduling, real-time performance monitoring, reporting, and analytics to ensure optimal staffing levels and service delivery.

The role ensures achievement of Service Level Agreements (SLAs), productivity targets, occupancy goals, and cost efficiency while supporting operational strategy and client commitments.

Key Responsibilities:

• Perform contact trend analysis to help management anticipate future impacts to our ability to meet service level goals.
• Develop short and long term forecasts using historical data, trends, seasonality, and business drivers with associated staffing recommendations; perform "what if" scenarios with volume and shrinkage variables. Able to translate forecasts into staffing requirements and hiring plans.
• Monitor forecast accuracy, reconcile actuals vs forecast, and continuously refine models.
• Analyse and create contact center schedules that optimise our workforce against incoming contact (messaging, chat, email, calls, etc.) arrival patterns. Be able to manage shift bids, schedule changes, and adherence policies.
• Maintain schedule index data through proper normalisation, adjusting shrinkage and seasonal factors as required.
• Troubleshoot and resolve issues across WFM system and channel tools (messaging, email, chat, calls etc), including configuration and user/account management.
• Use workforce management and all system tools to manage staff accounts and messaging, email, chat and telephony configuration.
• Coordinate periodic shift bids and develop optimum schedule sets, coordinating with management on the implementation of schedules.
• Real-time monitor service level performance against projected staffing levels, contact volume and agent availability to help ensure a balance of service level performance with call center efficiencies; reach out to field workflow teams to move resources where needed in order to meet service level goal objectives. Make real-time adjustments such as - Skill reallocation, Overtime/undertime, and Off-phone activities movement.
• Develop and maintain WFM dashboards and KPI reporting to provide daily, weekly, and monthly performance reports as well as automate recurring reports where possible.
• Support new program transitions and ramp planning.
• Establish WFM best practices and SOPs
• Demonstrate the Zalora and THE ICONIC culture through both behavior and attitude.
• Other duties as directed or as required by business needs.

Required Competencies:

• Superior written and verbal communication skills and presentation skills.
• Excellent knowledge of WFM tools, related products and information.
• Experience handling multi-channel contact centers preferably in at least 2 years experience in the WF supervisory level/role.
• Strong knowledge and practical use of Internet and web applications
• Strong reporting and analytics experience.
• Excellent Google Documents and Google space knowledge
• Ability to communicate effectively in the local as well as supported language
• Facilitation and presentation skills (Huddles, training, etc.)
• Exceptional English skills written, oral and comprehension
• Self-motivated
• Performance-oriented
• Ability to build rapport and work effectively with all levels of management and business partners.
• Excellent communication and organizational skills
• Understand and comply with all company and departmental rules and regulations, policies and procedures
• Exceptional ability to read, write, and communicate in English
• Feedback skills: Ability to deliver motivational and formative feedback and set actions / targets in a structured manner
• Ability to work during peak periods and ramp cycles. Amenable to report onsite weekly.

Other Requirements:

• Technology (provided by ZALORA) must be an Intel i5 processor or similar specs, with at least 8gb RAM and Windows 10. With a wired DSL internet connection -- minimum of 30 mbps, preferably higher.

The ZALORA Story

ZALORA exists for the millions of fashion consumers in Asia seeking a shopping experience focused on their unique styles, trends, and fit. As Asia’s leading online fashion destination, ZALORA was founded in 2012 and has a presence in Singapore, Indonesia, Malaysia & Brunei, the Philippines, Hong Kong, and Taiwan. ZALORA’s localized sites offer an extensive collection of top international and local brands as well as our own in-house labels across apparel, shoes, and accessories for men and women. ZALORA is part of Global Fashion Group, the world’s leader in online fashion for emerging markets.

ZALORA is not obligated to accept resumes from any third parties on behalf of potential candidates for any position (advertised or otherwise) by any means unless ZALORA has executed a written agreement with such third party and has expressly requested such third party for candidate referrals. Third parties who provide unsolicited resumes of candidate(s) shall waive and forfeit all rights to claim for any placement fees or referral fees in the event that such candidate is eventually engaged or employed by ZALORA or Global Fashion Group.