Workforce Management

Vor 4 Tagen

Berlin, Deutschland Delivery Hero Vollzeit

**“There is no love more sincere than the love of food.” - George Bernard Shaw**

Do you love food and convenience put together? Then you just might love DH.

DH is the world’s favorite way to order food online. With hundreds of restaurants ready to receive orders via our website and mobile app, no one should have to suffer from the lack of variety or long queues to enjoy great food. This role will be located at the Operations team in the EU.

Ideally, this role is someone who has experience in running product and process-related improvements for contact centers, e-commerce customer-facing solutions.

**Job Summary**:
The Workforce Management Specialist will be responsible for creating, updating, and monitoring call center staffing levels and scheduling to ensure that there is appropriate coverage for the CC Operations in order to meet and exceed established DH customer service standards.

**Job Responsibility**:

- Establishes a statistical baseline forecast for operations. Provides clear communication of the forecasted workload, changes, assumptions, inputs, etc to the Sr. Leadership team.
- Partner with the Business Intelligence team to understand the key drivers of volume (lead and marketing forecasts, inbound traffic volume) and incorporate into forecasting and planning.
- Built and manage Intercompany recharging process to adhere to global reporting guidelines in cooperation with Finance
- Implement and manage cost and performance tracking tools and processes to support both regional and local stakeholders
- Maintains a close working relationship with the departmental leadership in developing staffing strategies
- Responsible for handling and maintaining costs accrued within the department.
- Adheres to Company standards and maintains compliance with all policies and procedures.
- Performs other related duties as assigned.

**Job Requirement**:
This position requires the capability to understand and follow both oral and written directions as well as knowledge and usage of correct business English and office practices. Must be able to communicate effectively with others, analyze and resolve problems, maintain effective working relationships, and interact successfully with internal and external customers.

Specific skills and abilities include, but are not limited to the following:

- Attention to detail
- Proficiency in Microsoft Excel, and Google Sheet
- Ability to take initiative and effectively adapt to changes
- Recognizes an emergency situation and takes appropriate action
- Able to establish and maintain cooperative working relations
- Ability to interpret and create spreadsheets
- Able to use sound judgment; work independently, with mínimal supervision
- Strong analytical and problem-solving skills
- Performs well with frequent interruptions and/or distractions
- Good Math skills
- Excel Skills (Formula, Pivot Tables, Lookup, Power Query)
- Python and SQL (not required)

**Experiences and Education**:

- A minimum of 2-3 years of experience in Workforce Management is required.
- No supervisory experience required.
- Diploma or Bachelor Degree

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