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 Delivery Hero (talabat).
Level's read on this job
- Little AI ●○○○ is how Level rates this role: aI is not part of the work.
- The posting mentions Excel, Google Sheets and SQL among its tools and skills.
- Level classes it as a senior role.
- Delivery Hero (talabat) has 904 other open roles on Level.
- Posted within the past week.
AI in this role
Oversee contact center data analysis, cost forecasting, and capacity modeling to drive efficiency and performance as a Senior WFM Analyst.
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 10 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. Read the description and count the AI tools, models and workflows it names.
Prepare for this job
Built from this posting and from similar jobs on Level.
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 forecasting was part of your work. What did you do?
- Tell me about a project where cost analysis was part of your work. What did you do?
- Tell me about a project where contact center management was part of your work. What did you do?
- Tell me about a project where data analysis was part of your work. What did you do?
Adapt your resume
- List these exact terms on your resume: Workforce Management, Forecasting, Cost Analysis, Contact Center Management, and Data Analysis. 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.
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