Workforce Management Senior Specialist

Delivery Hero
Riyadh
Workplace: OnsiteContractFunction: Solutions Engineering & Sales EngineeringExperience: 2-4 yearsEducation: bachelorsSkills: ["Customer service"]

Manage workforce management reporting and MIS to improve the customer experience, including forecasting, right-sizing, and schedule adherence for call center operations. Coordinate with the operations team to implement schedules, track changes, and support shift swapping. Run reports, maintain accurate employee data in WFM and databases, monitor inbound/outbound performance, and manage day-to-day dialer activity with daily reporting to relevant stakeholders.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Delivery Hero
Delivery Hero
1 month ago

Workforce Management Senior Specialist

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Manage workforce management reporting and MIS to improve the customer experience, including forecasting, right-sizing, and schedule adherence for call center operations. Coordinate with the operations team to implement schedules, track changes, and support shift swapping. Run reports, maintain accurate employee data in WFM and databases, monitor inbound/outbound performance, and manage day-to-day dialer activity with daily reporting to relevant stakeholders.
Location: Riyadh
Workplace: Onsite
Employment Type: Contract · Permanent
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Define accurate forecasts and calculate right-sizing per function.
  • •Coordinate with the operations team to implement schedules, track forecast changes, and manage shift swapping.
  • •Provide timely and accurate management information to support call centre management in improving efficiencies.
  • •Run reports and perform basic WFM tasks such as exporting data, changing agent skills, and activating agent traces while maintaining accurate employee information.
  • •Monitor schedule adherence and inbound/outbound agent performance, manage day-to-day dialer activity, and deliver daily reporting on dialer activity, calling lists, and campaigns.

Key Requirements

  • •2 - 4 years of relevant experience.
  • •Bachelor Degree in a relevant field is required.
Experience:2-4 yearsWorkforce managementCall centerDialer management
Education:Bachelor's
Skills:Customer service
Languages:English
Tech Stack:WFMMISDialerReporting

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
Glassdoor: 3.4
WebsiteLinkedInGlassdoor