Workforce Management Senior Specialist

About the opportunity Purpose To manage care reporting, MIS, and all the workforce management tasks, including analyzing agent historical performance; generating and overseeing schedules, and schedule adherence in order to enhance the overall customer experience journey. within the Organizational policies and procedures. KEY ACCOUNTABILITIES AND ACTIVITIES Workforce Management - Define the most accurate forecast for different functions and calculate the right sizing per function. - Coordinate with operations team to implement work schedule, keep track of the changes to forecast, and shift swapping. - Providing timely and accurate Management Information to support the Call Centre Management team in driving efficiencies at the team and individual agent level - Perform basic functions like running reports, exporting data, changing agent skills, and activating agent traces. - Responsible for maintaining accurate employee information in WFM and other databases. - Monitoring schedule adherence and notifying the operations team when agents are out of adherence. - Work out various alternatives for identifying staffing needs and sources. - Responsible for calling data strategy including the scheduling of calling lists to ensure maximum productivity and dataset penetration - Responsible for day-to-day Dialer management and daily reporting of dialer activity to include all relevant reports e.g., Calling list and campaign - Monitor the team and agent performance for inbound and outbound systems maintaining maximum productivity - Liaise with Shift Managers and Agents to maximize company campaigns Governance and Resilience - Follow all relevant policies, procedures, and processes in order for the daily work to be carried out in a controlled and consistent manner - Contribute to the identification of opportunities for continuous improvement of processes, practices, work processes, cost effectiveness, and productivity enhancement - Promote to other employees within the organization the implementation and adherence to policies, procedures, processes, and instructions Daily Operations - Follow daily operations relating to the job to ensure work continuity - Contribute to preparing timely and accurate reports that concern the line of work to meet the requirements, objectives, and standards - Ensure the satisfaction of both internal and external customers by addressing their needs in a courteous and timely manner What you need to be successful QUALIFICATIONS/REQUIREMENTS - 2 - 4 Years of relevant experience - Bachelor Degree in a relevant field is required Who we are Hungerstation is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in around 65 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

2-4 years of relevant experience; Bachelor degree in a relevant field is required.

Workforce Management: forecast accuracy, right-sizing by function, coordinate with operations to implement work schedules, monitor forecast changes and shift swaps, provide timely and accurate MIS to support Call Centre Management, run reports, export data, adjust agent skills, activate agent traces, maintain accurate employee information in WFM systems, monitor schedule adherence and alert operations on deviations, identify staffing needs and sources, manage dialing lists to maximize productivity, day-to-day dialer management and reporting, monitor inbound/outbound performance; Governance and Resilience: follow policies and drive continuous process improvements, promote adherence to procedures; Daily Operations: ensure continuity, prepare timely reports, address internal/external customer needs promptly and courteously.