Groupon’s mission is to become the daily habit in local commerce and fulfill our purpose of building strong communities through thriving small businesses by connecting people to a vibrant, global marketplace for local services, experiences and goods.
In the process, we’re positively impacting the lives of millions of customers and merchants globally. Even with thousands of employees spread across multiple continents, we still maintain a culture that inspires innovation, rewards risk-taking and celebrates success.
If you want to take more ownership of your career, then you're ready to be part of Groupon.
We’re seeking a Forecasting Manager for our Global Service Organization (GSO). In this role, you will provide an oversight of all forecasting metrics across Customer Service, Merchant Services, Merchant Research and Editorial.
This position requires a highly analytical individual that has a passion for mathematics and a deep understanding of contact centers, back-office and subsequent practice-specific calculations used in the industry.
You’ll spend time on the following :
You will manage the day-to-day activities of the Forecasting team, establishing and nurturing a collaborative environment
You will develop leadership potential through appropriate task assignments and career growth opportunities
You will identify business opportunities based on analysis reports (e. g. consolidate queues, changes hours)
You will oversee the development and delivery of all management reports related to call centers and ensure accuracy of information to assist in the successful forecasting and scheduling of Customer Service Representatives
You will analyse trends and gather input critical to accurate forecasting; providing analysis for forecasting
You will collaborate on identifying opportunities to further optimise our workforce
You will create and maintain an environment that encourages input from team members, continually improving the forecasting projections across all contact channels
You will evaluate and recommend opportunities for process or system improvements and / or enhancements
We’re excited about you if you have :
Minimum 2 years of experience in Workforce Management
Knowledge of Google sheets, Excel, and Google slides
Ability to navigate web-based scheduling software (preferred experience with IEX)
Excellent communication skills in English both written and verbal skills.
Excellent decision making skills in an environment with ambiguity regarding data and business conditions
Ability to present to higher levels of management