Assistant Manager WFM & RTM

talabat 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 over 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.

This role is responsible for optimizing resource allocation, analyzing historical data to identify trends, and implementing process improvements to enhance efficiency. Additionally, the Assistant Workforce Manager oversees staffing recommendations, supports budget management, and proactively addresses workforce challenges to maintain service level targets. By fostering collaboration across teams, this role plays a crucial part in driving operational excellence and continuous improvement.

Process Analysis and Optimization:

• Oversee workforce operations, including forecasting, scheduling, and real-time management, ensuring alignment with business objectives.
• Review and approve staffing strategies for both in-house and outsourced teams to optimize resource allocation.
• Track and report on historical data to identify staffing and cost-efficiency improvement opportunities.
• Work closely with WFM supervisors to ensure accurate scheduling and necessary staffing adjustments to meet business objectives.
• Analyze cost efficiency and staffing patterns to support long-term strategic planning.
• Manage relationships with BPO partners, ensuring SLA compliance and operational excellence.
• Assist in developing contingency plans to address staffing shortages or unexpected workload fluctuations.
• Act as a key point of contact for real-time issues and escalate concerns as needed.
• Develop and implement process improvements to optimize real-time management.
• Provide leadership support to the WFM team, ensuring smooth day-to-day operations and adherence to service-level targets.

What Did We Order?

• Bachelor’s degree in Business Administration, Operations Management, or any other related field 
• Strong understanding of workforce management principles (forecasting, scheduling, real-time management) & Profit and Loss analysis.
• Ability to work with both in-house and outsourced teams and support budget tracking.
• Excellent analytical thinking to assess staffing needs and make data-driven recommendations.
• Leadership skills with the ability to mentor and support WFM supervisors.
• Strong problem-solving abilities to manage real-time challenges and create recovery plans.
• Solid communication skills for cross-functional collaboration and reporting.
• At Least 4 years of experience in managerial role.