Workforce Management Senior Specialist

Delivery Hero
Riyadh
Workplace: OnsiteFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 2-4 yearsEducation: bachelorsSkills: ["Coordination","Analysis","Reporting","Schedule management","Process adherence"]

Manage care reporting, MIS, and workforce management tasks to improve the customer experience. Own forecasting, right-sizing, and schedule adherence by analyzing agent performance and coordinating with operations on scheduling changes and shift swaps. Provide timely management information to support call center efficiencies, run and maintain reports and databases, and oversee daily dialer management and performance monitoring for inbound and outbound systems.

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Delivery Hero
Delivery Hero
1 month ago

Workforce Management Senior Specialist

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Last checked: 2 hours agoStatus: Live

Job Summary

Manage care reporting, MIS, and workforce management tasks to improve the customer experience. Own forecasting, right-sizing, and schedule adherence by analyzing agent performance and coordinating with operations on scheduling changes and shift swaps. Provide timely management information to support call center efficiencies, run and maintain reports and databases, and oversee daily dialer management and performance monitoring for inbound and outbound systems.
Location: Riyadh
Workplace: Onsite
Employment Type: Full time · Permanent
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Define accurate forecasts for functions and calculate right-sizing.
  • •Coordinate with the operations team to implement work schedules, track forecast changes, and manage shift swapping.
  • •Provide timely and accurate management information to support call center management efficiencies at team and agent levels.
  • •Perform operational reporting tasks including running reports, exporting data, updating agent skills, and activating agent traces; maintain employee information in WFM and other databases.
  • •Monitor schedule adherence and dialer activity, manage dialer reporting, and track inbound/outbound agent performance while liaising with shift managers and agents to maximize campaigns.

Key Requirements

  • •2–4 years of relevant experience.
  • •Bachelor’s degree in a relevant field is required.
  • •Experience with workforce management reporting (MIS) and care reporting.
  • •Ability to manage schedules, forecasting, and schedule adherence.
  • •Experience running reports and maintaining accurate workforce/employee information in WFM and related databases.
Experience:2-4 years
Education:Bachelor's
Skills:CoordinationAnalysisReportingSchedule managementProcess adherence
Languages:English

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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Glassdoor: 3.4
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