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Senior Workforce Management Analyst

Delivery Hero — Germany · Posted ~4 hours ago

Senior Visa History ✓

Skills

workforce management forecasting cost analysis contact center analytics KPI analysis data analysis executive reporting KPI reporting

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Summary ✨ AI‑Generated

Join a workforce management function focused on forecasting, cost projection, and contact center performance. You will analyze operational data, investigate forecast and KPI variances, monitor costs and productivity, and translate quantitative findings into clear recommendations for senior leadership. The role combines independent analysis with strategic business impact.

Highlights

Strategic analytics role with direct visibility into workforce costs, forecasting, contact center performance, and executive decision-making. Strong opportunity to turn quantitative analysis into actionable recommendations.

Description

Job Description Ability to drive value generation through detailed estimating, accurate forecasting, and cost projection. Responsibilities include assisting the Head of Workforce Management in estimating, analyzing, and forecasting costs throughout the life cycle of the turnaround, and taking independent and appropriate action to resolve cost discrepancies and issues.Oversee the performance analysis of contact center data to provide insight into contact reasons for calls, chat, email, social media, etc. agent performance, forecast variances, KPI variances, cost per order, cost per incident, and other data relative to contact center performance.Executes communication strategy for regular call center results provided to the executive leadership team by demonstrating the ability to synthesize quantifiable data into easy-to-understand actionable recommendations through a consulting mindset.Engage in overall COE strategy decision to develop and always aim to provide the best customer experience while continuing to drive maximum efficiency and cost-effectiveness.