Workforce Management & Forcasting Analyst

If you’re here, it’s because you’re looking for an exciting ride. 

A ride that will fuel up your ambitions to take on a new challenge and stretch yourself beyond your comfort zone. 

We’ll deliver a non-vanilla culture built on talent, where we work to amplify the impact on millions of people, paving the way forward together. 

Not your usual app. We are the fastest-growing multi-category app connecting millions of users with businesses, and couriers, offering on-demand services from more than 170,000 local restaurants, grocers and supermarkets, and high street retail stores. We operate in more than 1500 cities across 23 countries. 

Together we revolutionise the way people connect with their everyday needs, from delivering essentials to connecting our ecosystem of users through innovative solutions powered by technology. For us, every day is filled with purpose.

What makes our ride unique? 

🤝 Our culture and strong values. 

💪 Our career development philosophy. 

🤝 Our commitment to being a force for good. 

We have a vision: Building the largest marketplace in your city, to give access to anything in minutes. And this is where your ride starts.

YOUR MISSION

The Live Ops WFM role will focus on resource planning, inform decisions on work allocation, and help plan capacity across a complex set of operations, actively contributing to shape Glovo services. You will play a key advisory role within Global Operations to inform strategic planning, while identifying initiatives to maximize impact and efficiency of our vendor workforce & deliver bestinclass client experience.

THE JOURNEY

• Be responsible for forecasting by channel with a defined accuracy target, leveraging historical data, contact patterns, and statistical models to predict future demand. 
•  Own the configuration and management of the WFM system (Assembled) for each of your assigned BPOs, ensuring full operational alignment. 
•  Ensure efficient management and coordination of workforce activities across 25 BPO sites. Responsible for optimizing operational efficiency, achieving SLA, AHT, and productivity targets, while overseeing workforce planning, scheduling, performance tracking, and crosssite initiatives. 
•  Develop and maintain staffing allocation guidance at interval, daily, weekly, monthly, and yearly levels to meet specific KPIs and service goals. 
•  Analyze intraday historical volumes, contact ratios, AHT, occupancy, SLA, schedule adherence, shrinkage, and attrition, providing actionable insights to enhance service quality. 
•  Collaborate closely with internal teams (Live Ops Managers, Planning, WFM, Supply, etc.) to ensure the accuracy of inputs, understand trends in actuals vs. forecasts, and incorporate upcoming events into capacity plans for improved demand prediction. 
•  Partner with BPO vendors to enhance workforce planning and real-time management, identifying opportunities to improve agent performance. 
•  Be the end to end owner of workforce planning, execution, and analysis, working closely with hub managers to maintain a high-quality, efficient process that fosters trust and generates valuable insights for business decisions. 
•  Proactively communicate performance analysis to Live Operations managers, highlighting areas for improvement and driving continuous improvement initiatives focused on agent efficiency and effectiveness. 
•  Oversee real-time operations to ensure hubs are adhering to scheduled activities and proactively address deviations. 
•  Be accountable for the overall performance of the BPOs under your scope, ensuring alignment with business objectives and driving continuous

WHAT YOU WILL BRING TO THE RIDE

• 2+ years of experience in Forecasting (Call Center), workforce management, Real time, workforce analytics, BPO operations, or a combination of these.
• Full proficiency in Excel and Google Spreadsheet. Knowledge of Power BI and Looker is a plus.
• Knowledge of workforce management tools (e.g., Calabrio, Assembled, or similar)
• Strong understanding of operations planning in a hyper-growth environment.
• Strategic and customer-focused mindset, with a clear understanding of broader market impacts.
• Experience supporting organization-wide projects.
• Strong analytical, problem-solving, negotiation, and organizational skills.

Individuals representing diverse profiles, and abilities, encompassing various genders, ethnicities, and backgrounds, are less likely to apply for this role if they do not possess solid experience in 100% of these areas. Even if it seems you don't meet our musts don't let it stop you, we are all about finding the best talent out there! Skills can be learned, and embracing diversity is invaluable.

We believe driven talent deserves:

• 🌟 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.

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? 

Delve into our culture by taking a peek at our Instagram and check out our Linkedin and website!