Delivery Hero (talabat)Senior Workforce Management Analyst
Delivery Hero (talabat) is hiring a Senior Workforce Management Analyst in Budapest, Hungary. Level rates it ; you can apply on Level.
AI in this role
Analyze contact center performance, drive cost projections, and lead workforce management forecasting and capacity planning.
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.
- 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.
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.
- 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!
How we rate this
Senior Workforce Management Analyst at Delivery Hero (talabat) rates 0 out of 100 for how much of the daily work is AI. That makes it Little AI (AI Level 1 of 4). The level is about AI in the job, not seniority.
Little AI. AI is not part of the work.
- ●●●● Builds AI80 to 100
- ●●●○ Works on AI60 to 79
- ●●○○ Uses AI40 to 59
- ●○○○ Little AI0 to 39
Levels come from how often the tools, models and workflows of the role are named in the posting itself. Open the description and count.
Prepare for this job
A free preview built only from this posting: what it asks for, what you could be asked in an interview, and how to adjust your resume.
Skills and AI tools this role asks for
Questions you could be asked
- Tell me about a project where workforce management was part of your work. What did you do?
- Tell me about a project where cost projection was part of your work. What did you do?
- Tell me about a project where forecasting was part of your work. What did you do?
- Tell me about a project where contact center optimization was part of your work. What did you do?
- Walk me through how you've used Ms Excel in your day-to-day work.
Adapt your resume
- List these exact terms on your resume: Workforce Management, Cost Projection, Forecasting, Contact Center Optimization, and Ms Excel. An applicant tracking system matches the wording, not the idea.
- Attach one line of real, concrete experience to at least one of them — a tool named with nothing behind it rarely survives a human read.
Want an expert to read your CV for this job?
Free. Send your CV and the role you want next. We reply by email within 2 to 4 business days.
Get a free CV reviewGet new other jobs by email
One email a week with the new other jobs, each rated for how much AI is in the work. No recruiter spam, unsubscribe in one click.
Free. One email a week. Unsubscribe in one click.
Similar roles
Other roles that involve little AI, at other companies.
What kind of AI work fits you?
Answer 12 practical questions in about three minutes. Get a simple profile, the work it points to, and live roles to explore next.
Find my next step