Workforce Management Analyst
Workforce Management Analyst
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Job Description
We are seeking a highly motivated and detail-oriented Workforce Management (WFM) Specialist Planner to join our this role you will be responsible for developing maintaining and optimizing staffing plans and agent schedules for both in-house and BPO teams to ensure optimal coverage and performance across Pandora service operations. You will play a critical role in aligning workforce resources with forecasted demand ensuring service levels are met and enabling operational excellence in a fast-paced dynamic environment.
Key Responsibilities:
- Develop manage and optimize agent schedules to align with forecasted demand and service level targets across in-house and BPO teams.
- Make real-time adjustments to schedules in response to unexpected changes such as call volume spikes or staffing availability in accordance with standard operating procedures (SOPs).
- Allocate shifts breaks and off days by balancing agent preferences contractual agreements and business needs.
- Monitor schedule adherence identify deviations and proactively address non-compliance or productivity issues with the Operations team.
- Maintain accurate and up-to-date headcount forecasts based on historical trends seasonal patterns and business forecasts.
- Generate and analyze WFM performance reports including schedule adherence coverage gaps utilization and staffing efficiency.
- Provide administrative support to the WFM Manager and contribute to ongoing operational improvement initiatives.
- Act as a point of contact for scheduling-related inquiries from agents team leads and managers ensuring timely and accurate responses.
- Liaise with internal departments and external BPOs to resolve cross-functional issues impacting workforce planning.
- Support short-term planning and coordination of training meetings and departmental activities.
- Proactively communicate issues that may impact service performance and escalate accordingly.
- Uphold and execute planning strategies with a moderate level of autonomy following established processes and guidelines.
Qualifications :
- Diploma Degree or professional certification in any field (preferred).
- Minimum 34 years of experience in a contact center environment as a Workforce Management Planner or Scheduler preferably within e-commerce quick commerce or tech industries.
- Strong command of English (verbal and written); able to communicate clearly with internal and external stakeholders.
- Proficiency in Google Suite or Microsoft Office with advanced Excel skills (formulas pivot tables lookups Power Query SQL Python Erlang-C).
- Solid analytical skills with the ability to work with large data sets and extract actionable insights.
- Highly organized and detail-oriented with strong problem-solving capabilities.
- Ability to thrive in a fast-paced high-volume environment and make assertive data-driven decisions.
- Strong interpersonal skills with the ability to coordinate across multiple teams and time zones.
- Mathematical proficiency and an eagerness to learn programming or automation tools is a plus.
Additional Information :
Whats in it for you
- Be part of a fast-growing international team backed by a strong and stable corporate background.
- We support your development through in-house English language courses and full access to thousands of online trainings via LinkedIn Learning.
- Youll receive group life accident and health insurance from your first day and after the probation period Medicare health insurance and SZP card benefits as well.
- We contribute to your wellbeing with access to our mental health support programme office massages and AYCM sport pass contribution.
- We regularly collect employee feedback and your voice can directly influence how we shape our workplace.
- Youll work from a modern dog-friendly office in Haller Gardens fully equipped with everything you need (laptop phone etc.) and easily reachable from anywhere in the city - even by bike.
- We also offer extra paid leave based on our internal policies and opportunities to contribute to meaningful causes through our charity partnerships.
At Delivery Hero/foodora we believe that diversity is key to creating not only an exciting product but also an outstanding customer and employee experience. Promoting this begins with hiring which is why we do not discriminate based on religion skin color origin gender sexual orientation age marital status or other aspects that make you who you are.
Interested Then apply now with your documents stating your salary expectations and possible starting date.
We look forward to your application!
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
