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.
What you need to be successful
DESIRED SKILLS
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
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.
Who we are
foodora is part of the Delivery Hero Group, which is the world's pioneering delivery platform. Our mission is to provide a fantastic ordering experience – fast, simple, and right to the door. We operate in more than 70 countries worldwide. The Delivery Hero Group is headquartered in Berlin, Germany, has been listed on the Frankfurt Stock Exchange since 2017, and is part of the MDAX stock index.
What's in it for you
Modern, 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!
