Senior Workforce Management Analyst at Delivery Hero

Budapest, Central Hungary, Hungary -

Full Time

Start Date

Immediate

Expiry Date

06 Oct, 26

Salary

0.0

Posted On

08 Jul, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Workforce Management, Forecasting, Cost Projection, Performance Analysis, Capacity Modeling, MS Excel, Google Sheets, SQL, Contact Center Cost Models, Data Synthesis, BPO Management, KPI Analysis

Industry

technology;Information and Internet

Description

Company Description A foodora a Delivery Hero Group, a világ vezető kiszállítási platformjának része. Küldetésünk, hogy fantasztikus rendelési élményt nyújtsunk – gyorsan, egyszerűen és egyenesen az ajtódhoz. Világszerte körülbelül 65 országban működünk. A Delivery Hero Group központja Berlinben, Németországban található, és 2017 óta jegyzik a frankfurti tőzsdén, valamint az MDAX részvényindex része. Job Description RESPONSIBILITIES: Ability to drive value generation through detailed estimating, accurate forecasting, and cost projection. Responsibilities include assisting the Head of Workforce Management in estimating, analyzing, and forecasting costs throughout the life cycle of the turnaround, and taking independent and appropriate action to resolve cost discrepancies and issues. Oversee the performance analysis of contact center data to provide insight into contact reasons for calls, chat, email, social media, etc. agent performance, forecast variances, KPI variances, cost per order, cost per incident, and other data relative to contact center performance. Executes communication strategy for regular call center results provided to the executive leadership team by demonstrating the ability to synthesize quantifiable data into easy-to-understand actionable recommendations through a consulting mindset. Engage in overall COE strategy decision to develop and always aim to provide the best customer experience while continuing to drive maximum efficiency and cost-effectiveness. Qualifications DESIRED SKILLS Proficiency in different Contact Center cost models. Detailed knowledge of how cost per order cost per incident, (AOV), GMV, savings are calculated. Skilled in creating a capacity model for chat, inbound/outbound call, and non-live services. High level of accuracy and attention to detail Comfortable in a fast-paced environment Ability to make decisions in time-sensitive situations Initiate automated support process. Excellent MS Excel, Google Sheet skills Skilled in SQL EDUCATION Must be a degree holder of any course. EXPERIENCE A minimum of 5+ years of experience as a Workforce Management Analyst and preferably in handling BPO business. Additional Information Modern, dog-friendly office in Budapest’s Mill Park – easy to reach, even by bike! International good vibe + strong corporate background = a secure & inspiring place to grow. From day one: life, accident & health insurance (MetLife). SZÉP-card & Medicare health package. foodora PRO & vouchers – tasty meals, even in the home office. Mental health support & relaxing office massages. In-house English lessons + LinkedIn Learning access. Extra days off, AYCM partnership & all tools provided. Social impact matters: we support 6 charities and you can join in!

Responsibilities

Drive value through detailed estimating, accurate forecasting, and cost projection for contact center operations. Analyze performance data across multiple channels to provide actionable recommendations to executive leadership.