Company Description

Glovo 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 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.

Job Description

YOUR MISSION

As WFM Coordination, you will own the workforce function for some of our countries. This includes forecasting, ensuring adherence to schedule and real-time best practices. You'll be responsible for turning data into action and action into world-class service.

THE JOURNEY

Forecasting & Capacity Planning

• Build and refine accurate short- and long-term demand forecasts using historical data, business inputs

• Communicate forecast assumptions, progress, and accuracy transparently to non-WFM teams.

Forecast adherence & productivity

• Ensure optimal staffing across time zones, languages, and channels, while balancing SLAs and productivity.

• Analyze current BPOs performance to identify improvement areas, create action plans and track them.

Real-Time Operations (RTA)

• Ensure real-time processes are executed properly by BPOs. Analyze issues and implement process improvements

WHAT YOU WILL BRING TO THE RIDE

• +2 years of experience on Workforce Management on BPOs environments

• Excellent analytical skills

• Hands-on experience with WFM platforms

• Good communication skills

• Good stakeholder management

• SQL is a plus

• Fluent in English; Spanish is a plus.