WFM Analyst, Vendor Operations

foodpanda 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

• 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 Ope...