Senior Workforce Management Analyst
Munkáltató · Delivery Hero
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Irodai és call center csoportvezetőTeljesÉtkezésBudapest
A foodora a Delivery Hero Group, a világ vezető kiszállítási platformjának része. Küldetésünk, hogy fantasztikus rendelési élményt nyújtsunk -- gyorsan, egyszerűen és egyenesen az ajtódhoz.
Feladatok
- 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.
- Executes communication strategy for regular call center results provided to the executive leadership team.
- Engage in overall COE strategy decision to develop and always aim to provide the best customer experience.
Feltételek és juttatások
Modern officeModern, dog-friendly office in Budapest's Mill Park -- easy to reach, even by bike!Work environmentInternational good vibe strong corporate background = a secure & inspiring place to grow.InsuranceFrom day one: life, accident & health insurance (MetLife).SZÉP-card & MedicareSZÉP-card & Medicare health package.Food & vouchersfoodora 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 impactSocial impact matters: we support 6 charities and you can join in!
Elvárások
- 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.