Workforce Management Manager

We are seeking a Manager, WFM to oversee all WFM operational aspects, ensuring efficiency, productivity, and outstanding quality. You will focus on continuous improvement, strategic direction, and leadership, cultivating a culture of excellence within the WFM team. This role is pivotal in driving innovative strategies and operational performance improvements, ensuring service quality, and maintaining process adherence to achieve operational excellence.

Key Responsibilities:

• Contribute to Global Product Roadmaps by offering strategic insights from a workforce perspective, proactively identifying opportunities to optimize deliverables and enhance operational efficiency.
• Collaborate with Pandora leadership in the annual budgeting process, ensuring alignment with regional goals and operational priorities.
• Oversee the performance and health of the core Pandora platform, continuously monitoring key indicators to ensure platform stability and operational success.
• Lead the monitoring and reporting of major Contact Center performance metrics, including SLA, AHT, shrinkage, attrition, and adherence, ensuring live tracking of service operations. Additionally, oversee in-house projects that impact workforce or platform performance.
• Manage and mentor the Real-Time Analyst team, ensuring they are well-versed in current SOPs, KPOs, and OKRs, driving a culture of continuous improvement and operational excellence.
• Provide day-to-day guidance to People Leaders in the sub-department(s)/team(s) on complex operational issues.
• Lead and manage the WFM team to achieve service delivery goals.
• Define team standards and optimize resource allocation for exceptional service delivery and performance, enhancing efficiency and productivity.
• Establish, monitor, and drive OKRs and KPIs to enhance service satisfaction across the team.
• Develop and execute strategic initiatives to optimize operations and improve service efficiency.
• Lead continuous improvement efforts by analyzing data and feedback to identify opportunities for improving service effectiveness, increasing customer satisfaction, and boosting overall team performance.
• Provide clear direction and guidance to implement strategies aligned with business goals.
• Foster a culture that is aligned with foodpanda values.
• Define bonus and penalty metrics for the team aligned with OKRs and KPIs.
• Build and sustain productive relationships with stakeholders to ensure alignment and garner support for operational goals.
• Proactively notify management and stakeholders on operational updates, achievements, and challenges clearly and effectively.
• Collaborate with cross-functional teams to integrate company initiatives across all business functions, proactively resolving issues and devising strategies to meet objectives.
• Review data submissions and utilize data analytics to monitor performance metrics, identify improvement areas, and inform strategic decisions.
• Prepare comprehensive reports on operational performance, highlighting key metrics, trends, achievements, challenges, and recommendations.
• Stay informed on industry trends, emerging technologies, and the competitive landscape to drive innovation.
• Lead project strategies aimed at achieving operational targets and enhancing service delivery processes.
• Monitor project timelines, budgets, and resource allocations to ensure successful implementation and project success.

• Diploma, Degree, or professional qualification in any field (preferred).
• Minimum 6–8 years of experience in a contact center environment, with at least 5 years of team management experience, preferably within e-commerce, quick commerce, or tech industries.
• Excellent communication skills in English, both written and verbal, with the ability to effectively communicate with external and internal stakeholders.
• Proficient in Google Suite, Microsoft tools, SQL, and Python, Erlang-C.
• Strong attention to detail and exceptional organizational abilities.
• Excellent leadership and team management skills.
• Thrives in a high-paced, fast-moving environment and can make quick, assertive decisions.
• Analytical mindset to solve complex problems and derive actionable insights from large datasets.
• Track record of achieving performance objectives and driving operational improvement.
• Project management experience is advantageous.
• Experience with budgeting and financial management.

foodora is part of the Delivery Hero Group, the world’s pioneering delivery platform.
Our mission is to provide a fantastic ordering experience – fast, simple, and delivered right to your doorstep.
We operate in more than 70 countries around the world. The Delivery Hero Group is headquartered in Berlin, Germany, and has been listed on the Frankfurt Stock Exchange since 2017, as part of the MDAX index.

What's in it for you?

• Be part of a fast-growing, international team backed by a strong and stable corporate background.
• We support your development through in-house English language courses and full access to thousands of online trainings via LinkedIn Learning.
• You’ll receive group life, accident, and health insurance from your first day, and after the probation period, Medicare health insurance and SZÉP card benefits as well.
• We contribute to your wellbeing with access to our mental health support programme, office massages, and AYCM sport pass contribution.
• We regularly collect employee feedback, and your voice can directly influence how we shape our workplace.
• You’ll work from a modern, dog-friendly office in Haller Gardens, fully equipped with everything you need (laptop, phone, etc.), and easily reachable from anywhere in the city - even by bike.
• We also offer extra paid leave based on our internal policies and opportunities to contribute to meaningful causes through our charity partnerships.

At Delivery Hero/foodora, we believe that diversity is key to creating not only an exciting product but also an outstanding customer and employee experience. Promoting this begins with hiring – which is why we do not discriminate based on religion, skin color, origin, gender, sexual orientation, age, marital status, or other aspects that make you who you are.

Interested? Then apply now with your documents, stating your salary expectations and possible starting date.
We look forward to your application!