WFM Monitoring (APAC)

foodpanda is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in around 65 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

ABOUT THE ROLE Monitors contact center operations in real time, manages incident triage, and ensures service level targets are maintained. Acts as the first line of response for operational disruptions across multiple channels and markets. KEY RESPONSIBILITIES Monitor real-time queue performance across phone, chat, and email

Triage and assess incoming incidents via phone, email, and ticketing systems

Resolve Level 1 incidents per established protocols (reboot, logs, troubleshooting)

Escalate complex incidents to regional or global support with full documentation

Keep users informed of incident status, resolution timelines, and workarounds

Maintain accurate and detailed incident records in the ITSM system

Contribute to knowledge base with documented issues and resolutions

Flag real-time SLA deviations and trigger intraday adjustment actions

Participate in incident review meetings and suggest process improvements

Coordinate with RTM and planners for real-time headcount interventions

Monitor schedule adherence and alert team leads to deviations

Support continuous improvement of incident management processes

Diploma or equivalent qualification in any field

1–2 years experience in contact center operations or real-time monitoring

Familiarity with WFM systems and ACD/telephony platforms

Strong attention to detail with the ability to multitask in real time

Clear and concise written and verbal communication

Ability to follow structured SOPs under pressure

Basic Excel/Google Sheets proficiency for reporting and tracking

SUGGESTED ADDITIONS Clear separation of RTA vs Incident Analyst scope (two distinct sub-roles)

Define escalation matrix ownership explicitly in the JD

Metrics the analyst is held accountable for (interval SLA %, adherence %)

Shift flexibility expectation: 24/7 rotation coverage noted explicitly

ITIL Foundation certification as a preferred or required qualification