Workforce Management Senior Specialist

About Hungerstation and Delivery Hero Group

Hungerstation is a member of the Delivery Hero Group, a leading global local delivery platform operating in approximately 65 countries. Headquartered in Berlin, Germany, Delivery Hero has been publicly traded on the Frankfurt Stock Exchange since 2017 and is part of the MDAX index. Hungerstation’s mission centers on delivering an exceptional customer experience that is fast, effortless, and doorstep-ready.

Job Purpose

The role focuses on managing workforce management (WFM) activities, including care reporting, management information systems (MIS), and analyzing historical agent performance. The incumbent is responsible for generating schedules, ensuring schedule adherence, and optimizing overall customer experience within organizational policies.

Key Responsibilities

• Accurately forecast staffing needs for various functions and determine appropriate resource allocation per function.
• Collaborate with operations to implement work schedules, monitor forecast changes, and manage shift swaps effectively.
• Provide timely, precise management information reports that assist call center leadership in improving team and individual agent performance.
• Execute fundamental WFM functions such as running reports, exporting data, adjusting agent skills, and activating agent tracking mechanisms.
• Maintain up-to-date employee records within WFM systems and other databases.
• Monitor agent schedule adherence and alert operations when deviations occur.
• Develop alternative methods to identify staffing requirements and sourcing strategies.
• Oversee calling data strategy including scheduling calling lists to maximize productivity and penetration of datasets.
• Manage daily dialer operations and report dialer activities comprehensively including calling lists and campaign reports.
• Track team and individual agent performance in inbound and outbound systems to sustain productivity.
• Coordinate with shift managers and agents to enhance the success of company campaigns.
• Adhere to organizational policies and procedures to ensure consistent, controlled daily operations.
• Participate in identifying and driving continuous improvements in processes, cost efficiency, and productivity.
• Promote compliance with policies and procedures across the organization.
• Ensure smooth daily operational activities related to workforce management.
• Prepare timely and accurate reports aligned with work objectives and standards.
• Ensure both internal and external customers are served politely and promptly to maintain satisfaction.

Qualifications

• Possess 2 to 4 years of relevant workforce management experience.
• Hold a Bachelor's degree in a pertinent field.