Jr Workforce Coordinator

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 25 countries. Every year, +200k merchants generate over 4B€ in sales through our platform and over 20M customers get their goods delivered in minutes.

Together we revolutionize 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.**
- We have an ''office-first'' culture and we place collaboration at the center of everything we do
- We have a non-vanilla personality and feedback mindset. We don't shy away from difficult conversations - we see them as a gift
- We work with high intensity and have fun along the way. We also celebrate the wins (a lot).
- We celebrate diversity in all its forms and foster an inclusive culture where everyone can bring their authentic selves to work.

**Our career development philosophy.**
- We are building a talent house of high performing teams and leaders. We invest in people who raise the bar and help others reach their full potential.
- We take ownership of our career development. We don't believe in linear and predictable career paths - we create the job of our dreams
- We embrace opportunities to move the needle and make an impact beyond our scope.

**Our commitment to being a force for good.**
- Our platform is an important economic tool for millions of people (customers, partners, couriers) and we are taking action to amplify our positive impact.
- We invest in doing good by dedicating time and resources into social and environmental initiatives.
- We have the ambition of being DIB role models across the tech industry. We are creating environments, systems, and processes that provide equal opportunities, break biases, and empower our communities.

We have a vision**:To give everyone easy access to anything in their cities. **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 best-in-class client experience.

**THE JOURNEY**
- Analyze historical data and contact patterns to forecast future demand. Utilize forecasting tools and statistical models to estimate contact volumes.
- Ensures efficient management and coordination of workforce activities within a designated region, covering between 2-5 BPO sites. Responsible for optimizing operational efficiency, achieving SLA, AHT and productivity, this role oversees workforce planning, scheduling, performance tracking, and cross-site initiatives.
- Develop and maintain interval, daily, weekly, monthly and yearly guidance on staffing allocation to comply with specific KPIs and Service Goals
- Analyze intraday historical volumes, contact ratio, AHT, occupancy, SLA, schedule adherence, shrinkage and attrition giving suggestions and inputs to improve our services.
- Partner closely with internal teams (Live Ops Managers, planning, WFM, supply, etc.) to understand the inputs we are using, the trends we are seeing in actuals vs. forecasts as well as expected upcoming events to be used in the creation of the capacity plans to better predict what is expected to happen going forward.
- Work with our outsource partners to improve planning & real-time management based on analysis identifying opportunities to improve agents performance.
- Be the end to end owner of the workforce planning, execution & analysis, in collaboration with our hub managers, to ensure the entire process is efficient, effective and at a high quality level to build trust and improve insights to guide the right business discussions and decisions.
- Proactively communicate analysis of performance to Live Operations managers and surface areas of improvement to cross-functional teams to develop continuous improvement initiatives focused on agent efficiency and effectiveness.
- Real time control - Ensure the hubs are following the activities scheduled to them

**WHAT YOU WILL BRING TO THE RIDE**
- Experience in process documentation and itera