← Zurück zur Liste
Stelle
· Senior
Senior Workforce Management and AI Analyst
AI / ML Engineer
• Senior
• Vor Ort
• Vollzeit
• 📍 Berlin
GetYourGuide is looking for a Senior Workforce Management Analyst to optimize workforce performance across its global Care ecosystem. The role covers long-, medium-, and short-term workforce planning and forecasting, building models and dashboards, and leveraging AI and analytics to improve staffing efficiency. It is a hybrid position focused on data-driven decision-making and stakeholder collaboration.
Responsibilities
- ▹Deliver accurate long-, medium-, and short-term workforce planning and forecasting across Customer Care Operations
- ▹Support budget planning with data-driven capacity models and cost projections
- ▹Contribute to designing and implementing a new, flexible workforce management setup that scales with growth
- ▹Leverage AI and analytics to enhance forecasting accuracy and optimize staffing efficiency
- ▹Develop and maintain workforce models, dashboards, and reporting frameworks
- ▹Identify trends, inefficiencies, and opportunities to improve operational performance
- ▹Partner with Care Operations teams, BPO partners, and cross-functional stakeholders for optimal resource allocation
- ▹Provide analytical support for capacity planning, scheduling, and SLA adherence
- ▹Contribute to the continuous evolution of WFM processes, tools, and best practices
Requirements
- ▹5+ years in Workforce Management, ideally in scale-up or high-growth environments
- ▹Deep understanding of forecasting methodologies with proven ability to build accurate capacity models
- ▹Expert-level Google Sheets/Excel skills: advanced formulas, data modeling, and insights from large datasets
- ▹Experience leveraging AI and automation to enhance forecasting and optimize workforce planning
- ▹Excellent stakeholder management and communication skills, translating complex data into clear narratives
- ▹Ability to integrate multiple data sources into comprehensive forecasts and budget models
- ▹Customer-centric mindset balancing customer needs with operational efficiency
- ▹Agile and adaptable, thriving in dynamic environments
- ▹Practical, solution-oriented approach focused on measurable impact
Nice to have
- ▹Experience with SQL for data extraction and analysis
- ▹Python proficiency for advanced analytics, automation, and forecasting models
- ▹Track record of implementing or contributing to WFM solutions (system migrations, new platform rollouts)
- ▹Experience with LLM APIs (OpenAI, Gemini, Anthropic) for AI-driven automation and insights
- ▹Familiarity with contact center technologies and workforce management platforms
- ▹Background in building or optimizing flexible workforce models (hybrid, BPO, gig economy)
Soft skills
Excellent stakeholder management and communicationCustomer-centric mindsetAgile and adaptableSolution-oriented, outside-the-box thinking
What we offer
- ▹Annual personal growth budget and mentorship programs
- ▹Work from anywhere in the world for 30 days per year
- ▹Hybrid working with three in-office days (Mon, Tue, Thu) and two optional at-home focus days
- ▹Quarterly team events and yearly company-wide events
- ▹Monthly transportation and fitness budget
- ▹Discounts on GetYourGuide activities for you, friends, and family
- ▹Language reimbursement program
- ▹Health and wellness benefits
About the company
GetYourGuide connects people with unforgettable travel experiences worldwide. This role sits within a team that empowers the company's Care ecosystem with strategic insights, forecasting excellence, and data-driven decision-making.
Languages: Angol (folyékony)