Workforce Management Senior Specialist📣 Job Ad

About Delivery Hero and Hungerstation

Hungerstation operates as part of the Delivery Hero Group, a global leader in local delivery platforms. With operations in approximately 65 countries worldwide, Delivery Hero is dedicated to providing a fast, easy, and seamless delivery experience directly to customers' doors. Headquartered in Berlin, Germany, Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is a constituent of the MDAX stock market index.

Role Overview: Workforce Management Senior Specialist

We are seeking a Workforce Management Senior Specialist to join our team in Riyadh. This full-time role is central to managing care reporting, Management Information Systems (MIS), and all workforce management tasks. The specialist will be responsible for analyzing historical agent performance, generating and overseeing schedules, and ensuring schedule adherence to enhance the overall customer experience journey, all while operating within established organizational policies and procedures.

Key Responsibilities

• Define accurate forecasts for various functions and calculate appropriate staffing levels per function.
• Coordinate with the operations team to implement work schedules, track forecast changes, and manage shift swaps.
• Provide timely and accurate Management Information to support the Call Centre Management team in driving efficiencies at both team and individual agent levels.
• Perform essential functions such as running reports, exporting data, modifying agent skills, and activating agent traces.
• Maintain accurate employee information within Workforce Management (WFM) and other relevant databases.
• Monitor schedule adherence and promptly notify the operations team when agents are out of adherence.
• Develop various alternatives for identifying staffing needs and sourcing solutions.
• Manage calling data strategy, including the scheduling of calling lists to ensure maximum productivity and dataset penetration.
• Oversee day-to-day Dialer management and provide daily reports on dialer activity, including calling list and campaign reports.
• Monitor team and agent performance for both inbound and outbound systems to maintain maximum productivity.
• Liaise with Shift Managers and Agents to maximize company campaigns.
• Adhere to all relevant policies, procedures, and processes to ensure daily work is carried out in a controlled and consistent manner.
• Contribute to identifying opportunities for continuous improvement in processes, practices, work methods, cost-effectiveness, and productivity enhancement.
• Promote the implementation and adherence to policies, procedures, processes, and instructions among other employees.
• Follow daily operations related to the job to ensure work continuity.
• Contribute to preparing timely and accurate reports concerning the line of work to meet requirements, objectives, and standards.
• Ensure the satisfaction of both internal and external customers by addressing their needs courteously and promptly.

Qualifications and Experience

• 0-1 years of relevant professional experience.
• Demonstrated ability to analyze performance data and generate reports.
• Proficiency in managing schedules and ensuring adherence.
• Understanding of Workforce Management (WFM) principles and tools.
• Strong organizational and communication skills to coordinate with various teams.

Work Setting

This is a full-time position based in Riyadh, Saudi Arabia. The role involves working within a dynamic environment focused on enhancing customer experience through effective workforce management.

Application Information

We invite qualified candidates to apply for this role. Further details regarding the application process will be provided upon interest.