Supervisor, Support Services & Reporting

Foot Locker, Inc.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading global retailer in Singapore is seeking a Supervisor, Support Services & Reporting to enhance customer care operations. The role involves analyzing call center data, automating reports, and collaborating across teams to optimize performance. Ideal candidates have a diploma in relevant fields and 3+ years of experience in customer service and analytics. Join a dynamic team that values innovation and growth.

Qualifications

• 3+ years in Customer Service, with at least a year’s experience in analytics/reporting.
• Proficiency in data analysis and reporting.
• A proactive, hands-on approach to problem-solving.

Responsibilities

• Analyse call centre data to forecast call volumes and staffing requirements.
• Develop and maintain dashboards and reports.
• Automate reporting processes to improve efficiency.

Skills

Analytical skills

Attention to detail

Strong communication

Interpersonal skills

Problem-solving

Education

Diploma or relevant experience in computer science, information management, or statistics

Tools

MS Excel

Power BI

Microsoft Suite

Aspect staffing software

Job description

Overview

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. 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, 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‑alone 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 year’s 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.