Senior Workforce Management Analyst

Delivery Hero
Budapest
Workplace: HybridFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 5+ yearsSkills: ["Attention to detail","Ability to make decisions","Fast-paced environment","Synthesizing data","Consulting mindset"]

Own workforce cost estimation and forecasting across the turnaround life cycle, partnering with the Head of Workforce Management and acting to resolve cost discrepancies. Analyze contact center performance to surface drivers of call/chat/email/social reasons, agent and KPI variances, and cost per order/incident. Communicate results to executive leadership with a consulting mindset, supporting COE decisions that improve customer experience, efficiency, and cost-effectiveness.

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FursaFursa
Delivery Hero
Delivery Hero
3 days ago

Senior Workforce Management Analyst

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Own workforce cost estimation and forecasting across the turnaround life cycle, partnering with the Head of Workforce Management and acting to resolve cost discrepancies. Analyze contact center performance to surface drivers of call/chat/email/social reasons, agent and KPI variances, and cost per order/incident. Communicate results to executive leadership with a consulting mindset, supporting COE decisions that improve customer experience, efficiency, and cost-effectiveness.
Location: Budapest
Workplace: Hybrid
Employment Type: Full time · Permanent
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Drive value generation through detailed estimating, accurate forecasting, and cost projection across the turnaround life cycle.
  • •Assist the Head of Workforce Management with analyzing and forecasting costs, and take independent action to resolve cost discrepancies and issues.
  • •Oversee performance analysis of contact center data to identify contact reasons and evaluate agent performance, forecast/KPI variances, and cost per order/incident.
  • •Synthesize quantifiable contact center results into clear, actionable recommendations for executive leadership.
  • •Contribute to COE strategy decisions focused on best customer experience, maximum efficiency, and cost-effectiveness.

Pay and Benefits

Perks:Health InsuranceLearning BudgetPaid Leave

Key Requirements

  • •5+ years of experience as a Workforce Management Analyst, preferably in BPO environments.
  • •Proficiency with contact center cost models and how metrics like cost per order/cost per incident, AOV, GMV, and savings are calculated.
  • •Ability to build capacity models for chat, inbound/outbound calls, and non-live services.
  • •High accuracy and strong attention to detail in forecasting and estimating work.
  • •Skilled with SQL and strong MS Excel/Google Sheets capability.
Experience:5+ years
Skills:Attention to detailAbility to make decisionsFast-paced environmentSynthesizing dataConsulting mindset
Languages:English
Tech Stack:MS ExcelGoogle SheetsSQL

Company Brief

Delivery Hero
Global online food-ordering and local delivery platform operating multiple regional brands (e.g., Foodpanda, Glovo, Talabat) across 50–70+ countries, supplying food and quick-commerce deliveries via marketplace and logistics services.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Berlin, Germany
Founded: 2011
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