About the job
As a Workforce Associate at efood, a part of the renowned Delivery Hero Group, your primary responsibility will be to design, update, and enhance the scheduling of our agents, ensuring that the Operations department's needs are effectively addressed. Your role is crucial in maintaining a seamless workflow within the department, directly impacting daily operations.
Key Responsibilities:
Scheduling & Intraday Coordination
Oversee and manage real-time shift adherence to optimize agent performance.
Implement strategies to ensure adequate coverage aligns with Service Level Agreements (SLAs).
Build and sustain effective schedules informed by forecast data.
Continuously refine schedules on a weekly basis, adapting to reforecasts and operational shifts (e.g., absences, fluctuations in volume).
Guarantee scheduling stability, fairness, and compliance with business requirements.
Forecast Partnership & Staffing Planning
Work closely with Analysts to translate forecasts into actionable staffing requirements.
Proactively suggest coverage enhancements to mitigate risks and meet service objectives.
Reporting & Data Analysis
Prepare comprehensive Workforce Management (WFM) reports detailing coverage, schedule accuracy, and staffing compared to forecasts.
Utilize statistical analysis on operational data to derive actionable insights.
Develop and maintain weekly and monthly dashboards to support data-driven decision-making.
Stakeholder Communication & Governance
Collaborate with supervisors and team leaders to address scheduling needs and obtain necessary approvals.
Handle daily shift requests and escalations, balancing business needs with policy compliance.
People Operations Support (WFM-related)
Facilitate workforce onboarding and offboarding processes (access, scheduling, training).
Partner with the Training team for effective session planning and attendance tracking.
Compile and submit payroll inputs (hours worked, exceptions) to the HR/Payroll department.
Assist with monthly reporting requirements.