Assistant Manager, Workforce Management at Delivery Hero

Kuala Lumpur, Kuala Lumpur, Malaysia -

Full Time

Start Date

Immediate

Expiry Date

15 Jun, 26

Salary

0.0

Posted On

17 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Workforce Management, Real-Time Operations, Team Leadership, Intraday Management, Schedule Adjustments, Overtime Management, Performance Metrics Analysis, Forecasting, Capacity Planning, Scheduling, WFM Systems Expertise, Data Analysis, Decision Making, Communication, Collaboration, Customer Experience Management

Industry

technology;Information and Internet

Description

Company Description foodpanda is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index. Job Description Will be the nerve center of our customer support operations. You'll monitor real-time performance across phone, chat, and email channels, proactively identifying and resolving service level deviations before they impact customers. You'll lead a team of real-time analysts, coaching them to excellence while serving as the primary escalation point for operational challenges. Your decisions will balance customer experience, employee wellbeing, and business efficiency. You'll create and maintain playbooks for intraday management, execute tactical interventions including schedule adjustments and overtime management, and collaborate with Planning, Scheduling, and Operations teams to optimize resource allocation. You'll analyze performance metrics, identify patterns, and drive continuous improvement across all aspects of workforce management. Qualifications · 5+ years of experience in workforce management with demonstrated success in real-time operations · Minimum 2 years managing and developing teams in fast-paced, high-volume environments · Deep expertise in WFM systems (Aspect, Verint, NICE IEX, Genesys, or similar platforms) · Proven ability to analyze complex data and translate insights into immediate action · Strong decision-making skills with experience managing competing priorities under pressure · Excellence in communication and collaboration across cross-functional teams · Experience with forecasting, capacity planning, scheduling, and intraday management

Responsibilities

The Assistant Manager will serve as the nerve center for customer support operations by monitoring real-time performance across all channels and proactively resolving service level deviations. This role involves leading a team of real-time analysts, managing escalations, and executing tactical intraday management interventions like schedule adjustments.