Delivery Hero

1 month ago

WFM Analyst, Vendor Operations

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 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

Glassdoor: 3.4

Website LinkedIn Glassdoor

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Delivery Hero

1 month ago

WFM Analyst, Vendor Operations

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

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

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

Glassdoor: 3.4

Website LinkedIn Glassdoor