Sr Workforce Management Analyst

Delivery Hero; Vilanova y Geltrú; Hybrid; EUR 60,000 - 90,000; Full time

Benefits offered by this job

Equity plan

Private health insurance

Glovo credit

Discounts on transport, food, and kind

Discounted gym memberships

Extra time off (WFH 2 days)

Office nursery

Online therapy and wellbeing benefits

Job summary

Glovo is a Delivery Hero company seeking a senior data analytics professional to lead forecasting and staffing for outsourced customer support hubs. You will drive country-centric and global forecasting, plan for AI-driven savings, and use data to identify overstaffing and productivity gaps, steering initiatives with hubs, Service Delivery and process owners.

The role emphasizes cross-functional collaboration, defining best practices, and delivering measurable cost-saving outcomes through

Qualifications

• 3+ years in a data analyst or analytics engineer role, with a track record of turning analysis into business decisions.
• Data and influence: form a hypothesis, test with SQL/Python, and quantify impact.
• Project delivery: manage multi-step projects from scoping to rollout and tracking results.

Responsibilities

• Lead forecasting and staffing for outsourced customer support hubs.
• Move from hub-by-hub to country-centric and global forecasting, including AI-driven savings.
• Identify overstaffing and productivity gaps using data and drive savings with SteerCo.
• Collaborate with hubs, Service Delivery and process owners to implement improvements.
• Drive cross-functional alignment and monitor forecast quality against benchmarks.

Skills

SQL

Python

Statistics

Project delivery

AI fluency

Creative problem solving

Job description

Glovo 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 around 65 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.

Job Description

Job Ref ID:JR0088866

YOUR MISSION

You will lead how we forecast and staff our outsourced customer support hubs, so we have the right agents at the right time at the lowest possible cost.

Over the next 12-18 months, you’ll make our forecasting more robust by moving from hub-by-hub to country-centric and global forecasting, and plan for AI-driven savings. You’ll use data to find where we overstaff or lose productivity, and drive the Productivity SteerCo that turns these findings into savings, working with hubs, Service Delivery and process owners who don’t report to you

THE JOURNEY

Strengthen and streamline the forecasting process: define best practices, including how and when we align with hubs and internal stakeholders. Separate the pure contact forecast from hours planning, and move from hub-by-hub to country-centric forecasting. Set up standardized checks, alarm tooling and internal benchmarking of forecast quality, so every forecast follows the same standard.

Move toward a global forecast: together with our data scientist, aggregate and forecast volumes at a higher level, especially translated contact reasons in international hubs. Distribute the global needs to hubs based on their performance.

Plan for AI agents and AI translation: forecast how AI agents change human contact volumes, including the share of contacts transferred to humans when the AI can’t fully solve them. Propose how to ramp volumes between hubs as AI translation rolls out (e.g., toward more cost‑efficient hubs). You’ll work with the MX verticals and hub owners.

Raise forecast accuracy and cut overstaffing: improve WAPE and bias through better models, alignment with our internal teams and higher-volume aggregations, and forecast a few hubs yourself to ground the improvements in practice. Quantify the cost of overstaffing and track the savings. You’ll work with the MX verticals, who provide the inputs (rollouts, experiments).

Drive the Productivity SteerCo and generate savings: be the main source of input to the SteerCo. Identify productivity opportunities through data-driven deep dives, including benchmarking handling times (AHT) between hubs and against ~70 markets from other entities in the group. Keep an overview of all savings opportunities, prioritize them by monetary impact, and follow up with Service Delivery (process adherence), vertical owners (process descriptions) and Product until they are delivered as cost savings.

Qualifications

WHAT YOU WILL BRING TO THE RIDE

Must have

3+ years in a data analyst or analytics engineer role, with a track record of turning analysis into business decisions

Data and influence. You form a hypothesis, test it with SQL, Python and statistics knowledge, and quantify the impact. You know that data alone doesn’t always convince: you identify who is affected by a decision, who can block it and who can help, and you build support early.

Project delivery. You manage multi‑step projects from scoping and prioritization to rollout, monitor the operations afterwards and correct course when needed. You don’t stop at the insight: you follow up until the result shows in the metrics.

Creative problem‑solving. You know and apply best practices, but you don’t stop at “how it’s always been done.” You question the accepted approach and come up with solutions nobody else has tried.

AI fluency. AI is part of how you work. You’ve built repeatable workflows, know what to delegate and what to keep, and always verify the output.

Nice to have

Experience with time series forecasting methods, backtesting frameworks, accuracy metrics (WAPE, BIAS), and familiarity with data science.

Experience in a platform or marketplace business serving several stakeholder groups, or in workforce management and agent planning.

Additional Information

• An enticing equity plan that lets you own a piece of the action.
• Top‑notch private health insurance to keep you at your peak.
• Monthly Glovo credit to satisfy your cravings!
• Discounts on transportation, food, and even kindergarten expenses.
• Discounted gym memberships to keep you energized.
• Extra time off, the freedom to work from home two days a week, and the opportunity to work from anywhere for up to three weeks a year!
• Enhanced parental leave, and office‑based nursery.
• Online therapy and wellbeing benefits to ensure your mental well‑being.

At Glovo, your success is defined by both results and behaviors. We hire for excellence in craft and for the Leadership Principles that shape how we think, decide, and collaborate. What you achieve matters and how you achieve it defines us. Together, they move the business forward and deliver great experiences. Learn more about our Leadership Principles here .

Here at Glovo, we thrive on diversity, we believe it enhances our teams, products, and culture. We know that the best ideas come from a mashup of brilliant diverse minds. This is why we are committed to providing equal opportunities to talent from all backgrounds – all genders, racial/diverse backgrounds, abilities, ages, sexual orientations and all other unique characteristics that make you YOU. We will encourage you to bring your authentic self to work, fostering an inclusive environment where everyone feels heard.

Feel free to note your pronouns in your application (e.g., she/her/hers, he/him/his, they/them/theirs, etc).

So, ready to take the wheel and make this the ride of your life?
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