Position: Support team Workforce and Data Analyst
Company: Glovo
Category: Support
Experience required: 2y
Published: 2020-06-01T00:00:00+03:00

**What would be your tasks**
- Support all our centers ensuring that they deliver the staffing level in a short and long term forecast.
- Help to achieve intraday full staffing coverage against the forecast plan identifying possible issues and provide solutions.
- Track attrition and absenteeism and analyze the reasons.
- Control the non-productive time plan (breaks, training, quality feedback), ensuring activities are planned without impacting SLAs.
- Working closely with the training team and quality team to ensure that our centers deliver the activities planned.
- Regularly meet with other WF areas (forecasting team to improve forecast assumptions and real-time team to help to re-optimize daily activities.)
- Elaborate regular dashboard update to share information with peers supporting the action plans driving the business results.
- Analyze the impact of scheduling in the service levels. (Productive and non-productive time)

- Understand policies constraints and build optimal schedules helping centers to identify possible scheduling issues and provide solutions
- Maintain on a regular basis configuration in WF tool and support centers to deliver in time the staffing plan.
- Collecting and interpreting Hub performance data and analyzing results
Identifying patterns and trends in data sets
- Working alongside teams within the business or the management team to establish business needs
- Defining new data collection and analysis processes

**We expect from you:**
- Degree in Mathematics, Computer Science, Statistics, Economics
- Extensive experience in managing operational customer service teams.
- Analytical, problem-solving, negotiation, and organizational experience.
- Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
- Prove experience in tracking record of exceeding targets, KPI’s SLA’s, in quality led, legislative compliant environment.
- Demonstrate the ability to communicate with others at all levels.
- Able to adapt and succeed in a changing environment.
- Understanding of workforce planning & position management in a hyper-growth environment.
- Experience in data models and reporting packages
- Ability to analyze large datasets
- Ability to write comprehensive reports
- 2+ years of experience using Workforce Management software.
- You think logically and critically, can easily break complex problems into smaller ones and able to prioritize them effectively with a solid backing of data
- You can make a good business case and influence people to help you execute

**What we suggest you**
- fully official labour relations
- KPI-based bonuses
- great team of makers
- flexible working environment