Senior Workforce Management Analyst
Employer · foodora
Business analyst
Financial analyst
Office and call centre supervisorFull-timeMealsBudapest, Mill Park
foodora is part of the Delivery Hero Group, the world's leading local delivery platform, operating in around 65 countries worldwide. We are looking for a Senior Workforce Management Analyst to join our team in Budapest.
Tasks
- Ability to drive value generation through detailed estimating, accurate forecasting, and cost projection.
- 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.
Conditions & benefits
Office environmentModern, dog-friendly office in Budapest's Mill Park -- easy to reach, even by bike!Work cultureInternational good vibe strong corporate background = a secure & inspiring place to grow.InsuranceFrom day one: life, accident & health insurance (MetLife).Benefits packageSZÉP-card & Medicare health package.Foodora perksfoodora PRO & vouchers -- tasty meals, even in the home office.WellbeingMental health support & relaxing office massages.DevelopmentIn-house English lessons LinkedIn Learning access.Other perksExtra days off, AYCM partnership & all tools provided.Social impactWe support 6 charities and you can join in!
Requirements
- 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
- Must be a degree holder of any course.
- A minimum of 5 years of experience as a Workforce Management Analyst and preferably in handling BPO business.