WFM Analyst, Vendor Operations

Delivery Hero
Kuala Lumpur
Workplace: OnsiteFull timeFunction: OtherExperience: 3-4 yearsEducation: bachelorsSkills: ["Communication","Interpersonal","Analytical","Problem-solving","Organization"]

Mid-senior WFM Analyst responsible for developing and managing agent schedules across in-house and BPO teams, forecasting headcount, and delivering data-driven insights. Will optimize staffing to meet forecasted demand, monitor adherence, and support cross-functional operations in a fast-paced e-commerce environment.

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FursaFursa
Delivery Hero
Delivery Hero
4 months ago

WFM Analyst, Vendor Operations

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Last checked: 2 hours agoStatus: Live

Job Summary

Mid-senior WFM Analyst responsible for developing and managing agent schedules across in-house and BPO teams, forecasting headcount, and delivering data-driven insights. Will optimize staffing to meet forecasted demand, monitor adherence, and support cross-functional operations in a fast-paced e-commerce environment.
Location: Kuala Lumpur
Workplace: Onsite
Employment Type: Full time
Seniority: Mid level

Key Responsibilities

  • •Develop, manage, and optimize agent schedules to align with forecasted demand and service level targets across in-house and BPO teams.
  • •Make real-time adjustments to schedules in response to unexpected changes such as call volume spikes or staffing availability, in accordance with standard operating procedures (SOPs).
  • •Allocate shifts, breaks, and off days by balancing agent preferences, contractual agreements, and business needs.
  • •Monitor schedule adherence, identify deviations, and proactively address non-compliance or productivity issues with the Operations team.
  • •Maintain accurate and up-to-date headcount forecasts based on historical trends, seasonal patterns, and business forecasts.

Key Requirements

  • •Diploma, Degree, or professional certification in any field (preferred).
  • •Minimum 3–4 years of experience in a contact center environment as a Workforce Management Planner or Scheduler, preferably within e-commerce, quick commerce, or tech industries.
  • •Strong command of English (verbal and written); able to communicate clearly with internal and external stakeholders.
  • •Proficiency in Google Suite or Microsoft Office, with advanced Excel skills (formulas, pivot tables, lookups, Power Query, SQL, Python, Erlang-C).
  • •Solid analytical skills with the ability to work with large data sets and extract actionable insights.
Experience:3-4 yearsE-commerceQuick commerceTech
Education:Bachelor's
Skills:CommunicationInterpersonalAnalyticalProblem-solvingOrganization
Languages:English
Tech Stack:ExcelSQLPythonPower QueryErlang-CGoogle SheetsMicrosoft Office

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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