From Data to Decisions: Life as a Resource Analyst at Vinted
At Vinted, our team of Resource Analysts play a key role in keeping things running smoothly behind the scenes. Kotryna, who joined the team in June 2023, shares what it's like to work in this dynamic role – balancing data analysis, forecasting and teamwork to help our members access the help they need. Let's dive into her day-to-day responsibilities and discover what makes the job so unique.
Meet Kotryna
After earning her degree in information system engineering, Kotryna decided to dive into the realm of analytics. She kickstarted her career in the banking sector, working in transaction monitoring as an AML/CTF officer. While the role was rewarding, she was eager to find more opportunities for creativity.
Seeking a mix of data and communication, she found her perfect match in Resource Analysis: "Resource Analysts have a variety of responsibilities, and our work is not just defined by calculations and numbers. [We work] with our partner teams and Vinted's internal teams – as a person who prefers teamwork, these were the key points that caught my attention."
Inside the role of a Resource Analyst
As a Resource Analyst, Kotryna and her team help our Customer Support department to assist our members in a timely manner. "In one sentence, a Resource Analyst ensures that we have enough agents in the right place at the right time."
One of her key tasks involves preparing calculated and data-based forecasts to predict the number of support tickets from our members and, thus, the demand for agents, then planning staffing accordingly. According to Kotryna, accurately planned staffing and efficient scheduling are crucial when preparing for busy seasons, as training and preparing our agents takes time.
Expecting the unexpected
No matter how well a forecast is prepared, sometimes things go differently than planned, and an unexpected event may occur that causes a spike in support tickets. In those situations, Kotryna and her team work on backlog management so we can help our members as soon as possible.
Kotryna’s role also involves a lot of communication with the teams that handle support tickets for our members. "Once we've prepared the forecast and staffing plan, we share this with our partner teams – we work closely with them to make sure agents are in the right place at the right time, ready to help our members."
Collaboration is key
Kotryna credits Vinted's positive and supportive work culture for her success. "My team is a very friendly team! We care about each other, and there's always a helping hand when needed. We try to do everything in a timely manner so there'll be no stress or pressure from tight deadlines."
While they share core responsibilities, each team member shines in their own way. Some excel in project management and stakeholder collaboration, others are analytical wizards, and some are great at finding and implementing technical solutions.
Beyond her immediate team, Kotryna collaborates with other departments, particularly when beginning new projects that involve different parts of the platform. "As Vinted is always evolving, we have multiple projects, and we meet our colleagues from other departments during our kick-off meetings and while working on a project."
Tools of the trade
To do all this, Kotryna relies on a range of tools or, as she puts it, "Google Sheets, Excel and Looker are my holy trinity." These go-to resources help her to work efficiently and collaborate with her team.
But it’s not just the tools; it’s the processes behind them that really help to keep things accurate and reliable, “We have standardised procedures and templates in place, and we always do our data validation.” For Kotryna, the golden rule remains: "Measure thrice, check twice, cut once."
Regular meetings and team support sessions are also an asset and can help review if a forecast "makes sense".
The best bits
In addition to her daily tasks, Kotryna finds value in the perks of working at Vinted. "Vinted has really great benefits, such as volunteering days. I love that we can contribute to our community and use volunteering days to help those in need."
She also appreciates the learning budget Vinted gives each team member – "I was able to join a conference in Paris, and I use our Udemy business account to get as much field-related training as I can!"
For Kotryna, though, one of the most rewarding aspects is truly enjoying what you do for work every day, "One of the most exciting projects I recently worked on is the Electronics category! It is really exciting as I can see this feature myself while using Vinted!"
Advice for aspiring Resource Analysts
For anyone thinking about becoming a Resource Analyst, Kotryna's advice is simple: "Always ask the "stupid" questions, and if needed, ask the same question as many times as you need. This is one of the things I mention in the first meeting when we onboard new colleagues."
Looking ahead
When it comes to the future, Kotryna's goal is to develop her skills even further. "I'd like to become a data scientist and take on even more difficult calculations!"
Her journey at Vinted has only just begun, but with her passion for data analysis and teamwork, it's clear she has a bright future ahead.
Final thoughts
Kotryna's story is a great example of how our team members continue to learn and grow at Vinted.
Are you interested in joining a team like Kotryna's? Check out our open roles at Vinted and discover how you can make your mark.