Delivery Hero

2 weeks ago

Senior Workforce Management Analyst

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Own workforce and cost forecasting for contact center operations by building estimating models, analyzing cost discrepancies, and projecting outcomes across the turnaround lifecycle. Oversee performance analysis of contact center data to explain contact reasons, agent and KPI variances, and cost per order/incident. Translate insights for executive leadership using a consulting mindset, while contributing to COE strategy to 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

•Assist the Head of Workforce Management with estimating, analyzing, and forecasting workforce costs across the turnaround lifecycle.
•Resolve cost discrepancies and issues by taking independent and appropriate action.
•Analyze contact center performance data to identify drivers behind contact reasons, agent performance, forecast/KPI variances, and cost per order/incident.
•Synthesize regular contact center results into clear, actionable recommendations for executive leadership.
•Support COE strategy decisions focused on improving customer experience while maximizing efficiency and cost-effectiveness.

Pay and Benefits

Perks:Health InsuranceLearning BudgetMeal Allowance

Key Requirements

•Minimum 5+ years of experience as a Workforce Management Analyst, preferably supporting BPO operations.
•Proficiency in contact center cost models and understanding how cost per order, cost per incident, AOV, GMV, and savings are calculated.
•Ability to create capacity models for chat, inbound/outbound calls, and non-live services.
•High accuracy and attention to detail with comfort in fast-paced, time-sensitive environments.
•Excellent MS Excel and Google Sheets skills, plus strong SQL skills.

Experience:5+ yearsBPOContact centerWorkforce management

Education:Bachelor's

Skills:AccuracyAttention to detailDecision-makingConsulting mindsetComfort in fast-paced environments

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

Glassdoor: 3.4

Website LinkedIn Glassdoor

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Delivery Hero

2 weeks ago

Senior Workforce Management Analyst

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Location: Budapest

Workplace: Hybrid

Employment Type: Full time · Permanent

Job Function: Solutions Engineering & Sales Engineering

Seniority: Mid level

Key Responsibilities

•Assist the Head of Workforce Management with estimating, analyzing, and forecasting workforce costs across the turnaround lifecycle.
•Resolve cost discrepancies and issues by taking independent and appropriate action.
•Analyze contact center performance data to identify drivers behind contact reasons, agent performance, forecast/KPI variances, and cost per order/incident.
•Synthesize regular contact center results into clear, actionable recommendations for executive leadership.
•Support COE strategy decisions focused on improving customer experience while maximizing efficiency and cost-effectiveness.

Pay and Benefits

Perks:Health InsuranceLearning BudgetMeal Allowance

Key Requirements

•Minimum 5+ years of experience as a Workforce Management Analyst, preferably supporting BPO operations.
•Proficiency in contact center cost models and understanding how cost per order, cost per incident, AOV, GMV, and savings are calculated.
•Ability to create capacity models for chat, inbound/outbound calls, and non-live services.
•High accuracy and attention to detail with comfort in fast-paced, time-sensitive environments.
•Excellent MS Excel and Google Sheets skills, plus strong SQL skills.

Experience:5+ yearsBPOContact centerWorkforce management

Education:Bachelor's

Skills:AccuracyAttention to detailDecision-makingConsulting mindsetComfort in fast-paced environments

Languages:English

Tech Stack:MS ExcelGoogle SheetsSQL

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