Overview (Text Only)
Are you passionate about data, analytics, and making a real impact in customer service operations Foot Locker is looking for a Supervisor, Support Services & Reporting to join our dynamic Customer Care team in Singapore. Who are we! Foot Locker is more than just a global retailer we're the heartbeat of sneaker culture. With a presence in 2,700 stores across 29 countries, including North America, Europe, Asia, Australia, and New Zealand, we're on a mission to ignite passion, spark discovery, and celebrate individuality through our iconic brands: Foot Locker, Kids Foot Locker, Champs Sports, WSS, and atmos.
Responsibilities
About the Role
As a key member of our Support Services team, in this stand along role, you'll play a pivotal role in analysing call centre trends, forecasting staffing needs, and driving data-driven decisions. You'll manage and automate reports, ensure data integrity, and collaborate across departments to optimize customer care operations.
What You'll Do
- Analyse call centre data to forecast call volumes and staffing requirements.
- Develop and maintain dashboards and reports using CRM and other customer related tools.
- Automate reporting processes to improve efficiency.
- Collaborate with internal teams and external contact centres to enhance forecast accuracy.
- Support data-driven projects and perform ad-hoc analyses.
- Monitor daily call traffic and trends to inform staffing and budget decisions.
- Recommend best practices and track agent productivity.
Qualifications
What You'll Bring to the Team
- A diploma or relevant experience in computer science, information management, or statistics.
- 3+ years in Customer Service, with a minimum of a years experience in analytics/reporting.
- Strong analytical skills, attention to detail and a passion for turning raw data into a tellable story.
- Proficiency in MS Excel, Power BI, and Microsoft Suite & experience with Aspect staffing software is advantageous but not essential
- Strong communication and interpersonal skills you connect with customers and teammates with ease and authenticity.
- A proactive, hands-on approach to problem-solving and driving results.
Benefits
Why Foot Locker
At Foot Locker, we're more than just sneakers. We're a team of passionate individuals committed to delivering exceptional customer experiences. Join us and be part of a global brand that values innovation, collaboration, and growth.
