Senior Workforce Management Analyst

About the role

Glovo, part of the Delivery Hero Group, is looking for a Senior Workforce Management Analyst in Barcelona. You will lead the forecasting and staffing of outsourced customer support hubs, ensuring the right agents are available at the right time at the lowest possible cost. Over the next 12-18 months you will strengthen forecasting by moving from hub-by-hub to country-centric and global forecasts, and plan for AI-driven savings.

Key responsibilities

• Strengthen and streamline forecasting: define best practices, separate contact forecast from hours planning, set up standardized checks, alarms and internal benchmarking of forecast quality.
• Move toward a global forecast: aggregate and forecast volumes at a higher level with the data scientist, and distribute global needs to hubs based on their performance.
• Plan for AI agents and AI translation: forecast how AI changes human contact volumes and propose how to ramp volumes between hubs as AI translation rolls out.
• Raise forecast accuracy and cut overstaffing: improve WAPE and bias through better models and higher-volume aggregations, forecast a few hubs yourself, and quantify the cost of overstaffing and track savings.
• Drive the Productivity SteerCo: run data-driven deep dives such as benchmarking handling times (AHT) across hubs and markets, prioritize savings opportunities by monetary impact, and follow up with Service Delivery, vertical owners and Product until savings are delivered.

Required profile

• 3+ years in a data analyst or analytics engineer role, with a track record of turning analysis into business decisions.
• Ability to form hypotheses, test them with SQL, Python and statistics, and quantify the impact while building support early.
• Project delivery: managing multi-step projects from scoping to rollout, monitoring operations afterwards and following up until results show in the metrics.
• Creative problem-solving and AI fluency: applying best practices, questioning the status quo, and using AI in repeatable workflows with verified outputs.

Nice to have

• Experience with time series forecasting, backtesting frameworks, accuracy metrics (WAPE, BIAS) and data science.
• Experience in a platform or marketplace business, or in workforce management and agent planning.

What we offer

• An equity plan.
• Private health insurance.
• Monthly Glovo credit and discounts on transport, food and kindergarten.
• Discounted gym memberships.
• Extra time off, two days of work from home per week and up to three weeks working from anywhere a year.
• Enhanced parental leave and an office-based nursery.
• Online therapy and wellbeing benefits.