Senior Workforce Management Analyst

Location: Barcelona, Spain; hybrid arrangement with the freedom to work from home two days a week and work from anywhere for up to three weeks per year.

Company

Glovo is part of hirify.global Group, a local delivery platform operating in around 65 countries and headquartered in Berlin, Germany.

What you will do

• Lead forecasting and staffing optimization for outsourced customer support hubs.
• Standardize forecasting practices, checks, alarm tooling, benchmarking, and alignment with hubs and internal stakeholders.
• Build country-centric and global forecasts with data science partners and distribute global staffing needs across hubs based on performance.
• Plan the impact of AI agents and AI translation on human contact volumes and hub allocation.
• Improve forecast accuracy, WAPE, bias, and overstaffing costs through better models and higher-volume aggregation.
• Drive the Productivity SteerCo, identify and prioritize savings opportunities, and follow through with Service Delivery, vertical owners, and Product.

Requirements

• 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, quantify impact, and build stakeholder support.
• Experience managing multi-step projects from scoping and prioritization through rollout, monitoring, and course correction.
• Creative problem-solving skills and willingness to challenge established approaches.
• AI fluency, including building repeatable workflows, deciding what to delegate, and verifying AI output.

Nice to have

• Experience with time series forecasting, backtesting frameworks, WAPE, BIAS, and data science.
• Experience in a platform or marketplace business serving multiple stakeholder groups, or in workforce management and agent planning.

Culture & Benefits

• Equity plan, private health insurance, monthly Glovo credit, and discounts on transportation, food, kindergarten expenses, and gym memberships.
• Extra time off, enhanced parental leave, office-based nursery, online therapy, and wellbeing benefits.
• Hybrid flexibility with two work-from-home days per week and up to three weeks of work from anywhere per year.
• Inclusive workplace focused on diversity, equal opportunity, leadership principles, and collaborative behaviors.