Glovo 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. Headquartered in Berlin, Germany. YOUR MISSION You will lead how we forecast and staff our outsourced customer support hubs, so we have the right agents at the right time at the lowest possible cost. Over the next 12-18 months, you’ll make our forecasting more robust by moving from hub-by-hub to country-centric and global forecasting, and plan for AI-driven savings. You’ll use data to find where we overstaff or lose productivity, and drive the Productivity SteerCo that turns these findings into savings, working with hubs, Service Delivery and process owners who don’t report to you. Separate the pure contact forecast from hours planning, and move from hub-by-hub to country-centric forecasting. Set up standardized checks, alarm tooling and internal benchmarking of forecast quality, so every forecast follows the same standard. Move toward a general forecast: together with our data scientist, aggregate and forecast volumes at a higher level, especially translated contact reasons in international hubs. Distribute the global needs to hubs based on their performance. You’ll work with the MX verticals and hub owners. You’ll work with the MX verticals, who provide the inputs (rollouts, experiments). Identify productivity opportunities through data-driven deep dives, including benchmarking handling times (AHT) between hubs and against ~70 markets from other entities in the group. Keep an overview of all savings opportunities, prioritize them by monetary impact,



and follow up with Service Delivery (process adherence), vertical owners (process descriptions) and Product until they are delivered as cost savings. 3+ years in a data analyst or analytics engineer role, with a track record of turning analysis into business decisions ~ Data and influence. You form a hypothesis, test it with SQL, Python and statistics knowledge, and quantify the impact. You know that data alone doesn’t always convince: you identify who is affected by a decision, who can block it and who can help, and you build support early. ~ Project delivery. You manage multi-step projects from scoping and prioritization to rollout, monitor the operations afterwards and correct course when needed. You know and apply best practices, but you don’t stop at “how it’s always been done.” Experience with time series forecasting methods, backtesting frameworks, accuracy metrics (WAPE, BIAS), and familiarity with data science. Experience in a platform or marketplace business serving several stakeholder groups, or in workforce management and agent planning. Top-notch private health insurance to keep you at your peak. Discounts on transportation, food, and even kindergarten expenses. 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. What you achieve matters and how you achieve it defines us. Together, they move the business forward and deliver great experiences. Here at Glovo, we thrive on diversity, we believe it enhances our teams, products, and culture.

📌 Business Management Analyst (España)
🏢 Glovo
📍 España