Senior Workforce Management Analyst

Google Chrome Microsoft Edge Apple Safari Mozilla Firefox Senior Workforce Management AnalystFull-timeCompany DescriptionA 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.Job DescriptionRESPONSIBILITIES: 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.QualificationsDESIRED SKILLSProficiency 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 detailComfortable in a fast-paced environmentAbility to make decisions in time-sensitive situationsInitiate automated support process.Excellent MS Excel, Google Sheet skillsSkilled 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.Additional InformationModern, 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!By clicking the link above or any third-party link within this posting, you are leaving this site and going to a third-party website where the third-party website's terms and privacy policy applyI'm interestedI'm interestedPrivacy NoticeI'm interestedRefer a friendshare this jobShare to WeChat×Copy the link and open WeChat to share.Copy to clipboardOpen WeChatShare to WeChat×Use Scan QR Code in WeChat and click ··· to share.