Sr Workforce Management Analyst

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. Glovo is part of the Delivery Hero Group.

Responsibilities

Lead how outsourced customer support hubs are forecasted and staffed; Strengthen and streamline the forecasting process, moving from hub-by-hub to country-centric and global forecasting; Set up standardized checks, alarm tooling and internal benchmarking of forecast quality; Forecast how AI agents and AI translation change human contact volumes; Raise forecast accuracy (WAPE, bias) and quantify and reduce overstaffing; Drive the Productivity SteerCo, identify productivity opportunities, benchmark handling times (AHT), and track savings

Requirements

3+ years in a data analyst or analytics engineer role, with a track record of turning analysis into business decisions; Data and influence: form hypotheses, test them with SQL, Python and statistics, quantify impact, and build stakeholder support; Project delivery: manage multi-step projects from scoping to rollout and monitor operations afterwards; Creative problem-solving: question accepted approaches and propose new solutions; AI fluency: build repeatable AI workflows, know what to delegate, and verify 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

Benefits

Equity plan; Private health insurance; Monthly Glovo credit; Discounts on transportation, food and kindergarten expenses; Discounted gym memberships; Extra time off; Work from home two days a week and work from anywhere for up to three weeks a year; Enhanced parental leave and office-based nursery; Online therapy and wellbeing benefits