Jr WFM Analyst (They/She/He)

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About Glovo:

We’re a Barcelona-based startup and the fastest-growing delivery player in Europe, Africa, and Western Asia. With food at the core of the business, Glovo delivers any product within your city at any time of day.

At Glovo, you’ll have the job of your life while working together towards our shared vision to give everyone easy access to anything in their city. We welcome top performers that will bring new ideas, diverse perspectives, and provide you the opportunities and freedom to grow and make a real impact on millions of lives… all while having fun!

We believe that diversity adds incredible value to our teams, our products, and our culture. We know that the best ideas and solutions come by bringing together people from all over the world and by fostering a culture of inclusion where everyone feels heard and has the chance to make a real impact. It's because of this that we are committed to providing equal opportunities to talent from all backgrounds. 

In your application, please feel free to note which pronouns you use (For example: she/her/hers, he/him/his, they/them/theirs, etc).

Your work-life opportunity:

We are looking for a passionate, strategic and action-oriented professional to support our workforce optimization department in our headquarters in Barcelona. You will act and operate as a startup within a startup, providing skills and experience to help building excellence in Operations.
 
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.

Be a part of a team where you will:

  • Work with ops leadership across multiple teams and sites to optimize our workforce model. 
  • 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. 

You have:

  • 3+ years of experience in resource planning, workforce management, workforce analytics, space planning, vendor operations or a combination of these
  • Experience in process documentation and iterative process improvement
  • Understanding of operations planning in a hyper growth environment
  • Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant markets.
  • Experience supporting organization-wide projects
  • Self-starter with the experience navigating high levels of ambiguity and complexity
  • Full proficiency in Excel, Looker, or similar data visualization applications
  • Knowledge of workforce tools and processes in BPO environments
  • Analytical, problem-solving, negotiation, and organizational experience.

Experience our Glovo Life benefits:

  • Enticing equity plan
  • Top-notch private health insurance
  • Monthly Glovo credit to spend on our restaurant products and zero delivery fee on all Glovo orders!
  • Discounted gym memberships
  • Flexible time off (take the time you need) and hybrid working model (own your time)
  • Enhanced parental leave including nursery support!
  • Online therapy and wellbeing benefit
  • External learning budget

What you’ll find when working at Glovo:

  • Gas: Driven to deliver quality results quickly
  • Good Vibes: Bring positivity and communicate openly
  • Stay Humble: Self-aware and open to learning
  • Care: Uplift people and the planet
  • Glownership: Act as proud owners
  • High Bar: Focus on Top Performance
If you believe you match these values, we look forward to meeting you!
 
Wanna take a peek into what it's like to work at Glovo? Follow us on Instagram and like us on Facebook!

Glovo is transforming the way consumers access local goods, enabling anyone to get almost any product delivered in minutes. Our on-demand logistics connect customers with independent local couriers who acquire goods from any restaurant or store in a city, as well as deliver urgent packages for a variable fee. For additional information on Glovo, please visit https://about.glovoapp.com/