Workforce Management Analyst (Planner)

foodora is part of the Delivery Hero Group, the world’s pioneering delivery platform.
Our mission is to provide a fantastic ordering experience - fast, easy, and delivered right to your door. We operate in more than 70 countries around the world.
The Delivery Hero Group is headquartered in Berlin, Germany, and has been listed on the Frankfurt Stock Exchange since 2017. It is also a constituent of the MDAX stock index.

We are seeking a highly motivated and detail-oriented Workforce Management (WFM) Analyst - Planner to join our team. In this role, you will be responsible for developing, maintaining, and optimizing staffing plans and agent schedules for both in-house and BPO teams to ensure optimal coverage and performance across Pandora service operations. You will play a critical role in aligning workforce resources with forecasted demand, ensuring service levels are met, and enabling operational excellence in a fast-paced, dynamic environment.

Key Responsibilities:

• Develop, manage, and optimize agent schedules to align with forecasted demand and service level targets across in-house and BPO teams.
• Make real-time adjustments to schedules in response to unexpected changes such as call volume spikes or staffing availability, in accordance with standard operating procedures (SOPs).
• Allocate shifts, breaks, and off days by balancing agent preferences, contractual agreements, and business needs.
• Monitor schedule adherence, identify deviations, and proactively address non-compliance or productivity issues with the Operations team.
• Maintain accurate and up-to-date headcount forecasts based on historical trends, seasonal patterns, and business forecasts.
• Generate and analyze WFM performance reports, including schedule adherence, coverage gaps, utilization, and staffing efficiency.
• Provide administrative support to the WFM Manager and contribute to ongoing operational improvement initiatives.
• Act as a point of contact for scheduling-related inquiries from agents, team leads, and managers, ensuring timely and accurate responses.
• Liaise with internal departments and external BPOs to resolve cross-functional issues impacting workforce planning.
• Support short-term planning and coordination of training, meetings, and departmental activities.
• Proactively communicate issues that may impact service performance and escalate accordingly.
• Uphold and execute planning strategies with a moderate level of autonomy, following established processes and guidelines.

• Diploma, Degree, or professional certification in any field (preferred).
• Minimum 3–4 years of experience in a contact center environment as a Workforce Management Planner or Scheduler, preferably within e-commerce, quick commerce, or tech industries.
• Strong command of English (verbal and written); able to communicate clearly with internal and external stakeholders.
• Proficiency in Google Suite or Microsoft Office, with advanced Excel skills (formulas, pivot tables, lookups, Power Query, SQL, Python, Erlang-C).
• Solid analytical skills with the ability to work with large data sets and extract actionable insights.
• Highly organized and detail-oriented with strong problem-solving capabilities.
• Ability to thrive in a fast-paced, high-volume environment and make assertive, data-driven decisions.
• Strong interpersonal skills with the ability to coordinate across multiple teams and time zones.
• Mathematical proficiency and an eagerness to learn programming or automation tools is a plus.

What's in it for you?

• Be part of a fast-growing, international team backed by a strong and stable corporate background.
• We support your development through in-house English language courses and full access to thousands of online trainings via LinkedIn Learning.
• You’ll receive group life, accident, and health insurance from your first day, and after the probation period, Medicare health insurance and SZÉP card benefits as well.
• We contribute to your wellbeing with access to our mental health support programme, office massages, and AYCM sport pass contribution.
• We regularly collect employee feedback, and your voice can directly influence how we shape our workplace.
• You’ll work from a modern, dog-friendly office in Haller Gardens, fully equipped with everything you need (laptop, phone, etc.), and easily reachable from anywhere in the city - even by bike.
• We also offer extra paid leave based on our internal policies and opportunities to contribute to meaningful causes through our charity partnerships.

At Delivery Hero/foodora, we believe that diversity is key to creating not only an exciting product but also an outstanding customer and employee experience. Promoting this begins with hiring – which is why we do not discriminate based on religion, skin color, origin, gender, sexual orientation, age, marital status, or other aspects that make you who you are.

Interested? Then apply now with your documents, stating your salary expectations and possible starting date.
We look forward to your application!