Senior Workforce Management Analyst

About the Position

We are seeking a Senior Workforce Management Analyst to join our team in Budapest. This role focuses on cost analysis and performance optimization within our organization.

Company Description

A foodora, a part of the Delivery Hero Group, is a leading global delivery platform. Our mission is to provide a fantastic ordering experience-quickly, simply, and directly to your door. We operate in approximately 65 countries worldwide. The Delivery Hero Group is headquartered in Berlin, Germany, and has been listed on the Frankfurt Stock Exchange since 2017, as part of the MDAX stock index.

Responsibilities

• Drive value generation through detailed estimating, accurate forecasting, and cost projection.
• Assist the Head of Workforce Management in estimating, analyzing, and forecasting costs throughout the lifecycle of the turnaround.
• Take independent and appropriate action to resolve cost discrepancies and issues.
• Oversee the performance analysis of contact center data to provide insights into contact reasons, agent performance, forecast variances, KPI variances, cost per order, cost per incident, and other data relative to contact center performance.
• Execute communication strategy for regular call center results provided to the executive leadership team.
• Engage in overall COE strategy decisions to develop and aim to provide the best customer experience while driving maximum efficiency and cost-effectiveness.

Requirements

Desired Skills

• Proficiency in different Contact Center cost models.
• Detailed knowledge of how cost per order, cost per incident, (AOV), GMV, and 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 processes.
• Excellent MS Excel, Google Sheets 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, preferably in handling BPO business.

We Offer

• 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!

About the Company

A foodora, a part of the Delivery Hero Group, is a leading global delivery platform. Our mission is to provide a fantastic ordering experience-quickly, simply, and directly to your door. We operate in approximately 65 countries worldwide. The Delivery Hero Group is headquartered in Berlin, Germany, and has been listed on the Frankfurt Stock Exchange since 2017, as part of the MDAX stock index.