WFM Lead, Vendor Operations

Job Summary:

We seek a highly analytical and strategic Workforce Management (WFM) Manager to oversee capacity planning, staffing, scheduling, and SLA compliance for our vendor and in-house operations. This role is pivotal in ensuring our service levels are met, especially in managing high-volume, variable workflows like photo uploads, case processing, and error-checking tasks.

Requirements:

Must-Have:

• 5+ years of experience in Workforce Management, Capacity Planning, or Operations Planning

• Hands-on experience in Excel/Google Sheets modeling, scheduling tools, and forecast methodologies

• Strong understanding of productivity metrics, AHT, SLA, occupancy, shrinkage, concurrency and back-end work.

• Excellent communication and stakeholder management skills

Success Metrics:

• SLA Compliance Rate

• Forecast Accuracy

• Headcount Efficiency (FTE optimization)

• Vendor performance improvements

• Cost to Onboard

Nice-to-Have:

• Experience in photo verification, content moderation, or similar repetitive volume-based operations.

• Familiarity with BPO governance and vendor management

• Knowledge of WFM tools or someone who can manually create depletion plan, manual schedule based on forecast and capacity plan.

• SQL or data visualization skills (e.g., Tableau, Power BI) are a plus

Key Responsibility

Workforce Planning & Forecasting

• Analyze historical data and trends to forecast volume, average handle times, and required headcount across processes (e.g., photo uploads, menu processing, vendor activation with variable volumes).

• Build dynamic capacity models across multiple vendor partners or geographies for short-term and long-term staffing needs.

• Manage workload distribution across days, shifts, and agents based on volume and SLA priorities.
   

Scheduling & Optimization

• Develop daily/weekly schedules aligned with SLA and productivity targets.

• Ensure appropriate shift coverage while managing agent availability, shrinkage, and absenteeism.

• Monitor real-time occupancy and adjust staffing plans as needed.
   

Performance & SLA Management

• Define and track KPIs such as:
   

  • SLA adherence (e.g., 1-day photo processing)

  • Photo/case throughput per agent or productivity

  • Forecast Sales Accuracy

  • Cost To Onboard
     

• Collaborate with operations and vendor partners to ensure continuous performance improvements.

• Conduct root-cause analysis when SLA breaches occur and implement corrective actions.
   

Vendor Engagement & Governance

• Partner with external BPO vendors to manage workforce allocations, share forecasts, and align on capacity planning.

• Conduct regular vendor performance reviews, sales forecast and capacity planning.

• Support onboarding of new vendor sites or capabilities.
   

Tooling & Reporting

• Develop automated dashboards and forecasting tools in Excel, Google Sheets, or BI platforms.

• Work with tech/product teams to streamline WFM reporting processes and operational data flow.

• Leverage AI/ML tools where possible to assist in planning or process optimization.

foodpanda 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 over 70+ 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.