Senior Business Analyst - AI & Analytics

• 🌟 An enticing equity plan that lets you own a piece of the action.
• 💪 Top-notch private health insurance to keep you at your peak.
• 🍔 Monthly Glovo credit to satisfy your cravings!
• 💳 Discounts on transportation, food, and even kindergarten expenses.
• 🏊 Discounted gym memberships to keep you energized.
• 🏖️ 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.

Job Ref ID: JR0088866

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

• Strengthen and streamline the forecasting process: define best practices, including how and when we align with hubs and internal stakeholders. 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 global 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.

• Plan for AI agents and AI translation: forecast how AI agents change human contact volumes, including the share of contacts transferred to humans when the AI can’t fully solve them. Propose how to ramp volumes between hubs as AI translation rolls out (e.g., toward more cost-efficient hubs). You’ll work with the MX verticals and hub owners.

• Raise forecast accuracy and cut overstaffing: improve WAPE and bias through better models, alignment with our internal teams and higher-volume aggregations, and forecast a few hubs yourself to ground the improvements in practice. Quantify the cost of overstaffing and track the savings. You’ll work with the MX verticals, who provide the inputs (rollouts, experiments).

• Drive the Productivity SteerCo and generate savings: be the main source of input to the SteerCo. 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.