Workforce Management (WFM) Analyst Planner

Budapest - Hungary

Monthly Salary: Not Disclosed

Posted on: 21 hours ago

Vacancies: 1 Vacancy

Job Summary

We are seeking a highly motivated and detail-oriented Workforce Management (WFM) Analyst - 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 :

Your Benefits

Modern dog-friendly office in Budapests Haller Gardens 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!

Remote Work :

Employment Type :

Full-time

We are seeking a highly motivated and detail-oriented Workforce Management (WFM) Analyst - 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 ac...

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 :

Your Benefits

Modern dog-friendly office in Budapests Haller Gardens 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!

Remote Work :

Employment Type :

Full-time

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Delivery Hero

As the worlds leading local delivery platform, our mission is to deliver an amazing experience, fast, easy, and to your door. We operate in over 70+ countries worldwide, powered by tech but driven by people. As one of Europes largest tech platforms, we enable ambitious talent to del ... View more

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