YOUR MISSION
We are looking for a Head of Workforce Management (WFM), Marketplace Experience to own the end-to-end planning engine behind Glovo's global customer support operation; covering demand forecasting, BPO staffing, real-time operations, and agent productivity at scale across all markets.
You will be operating in one of the most analytically demanding, fast-moving environments in Glovo. The team you'll inherit is capable but underdeveloped, and the role comes with three transformation opportunities: moving forecast accuracy from directional to reliable; transforming the team from regional generalists into specialist tracks; and building stronger foundations in tooling, process, and analytics to take WFM to the next level at Glovo..
The profile we need has been forged in high-velocity, data-intensive environments: someone whose instinct is to build a model, not read a report; who fixes the planning system rather than managing the symptoms of a bad one; and who has a track record of building or rebuilding a function, not just running one. If your background is exclusively traditional BPO, this role will be a stretch.
THE JOURNEY
Own Glovo's end-to-end demand forecasting: build short- and long-term models from first principles using statistical and ML-based methods, set the accuracy benchmark, and report performance transparently to non-WFM leaders.
Translate forecasts into staffing plans across all BPO locations, time zones, languages, and channels; balancing SLA delivery with cost efficiency and productivity targets.
Hold BPO partners accountable to staffing plans and real-time compliance through structured governance, data-driven reviews, and commercial levers where needed.
Build Glovo's real-time management capability from the ground up: define team roles, tooling, coverage model, and escalation protocols that allow the team to act without constant escalation.
Own the full WFM performance picture: forecast accuracy, schedule adherence, occupancy, AHT, cost-per-hour, and total cost-to-serve. Not from a dashboard but from first-principles diagnosis.
Partner with Marketplace Experience teams, Finance, Product, and Service Delivery Operations to translate WFM complexity into decisions that stick and use the scale of this operation to influence planning standards globally.