Kuala Lumpur, Kuala Lumpur, Malaysia · On-site
Company Description 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 coun…
Skills: Real-time Monitoring, Incident Triage, WFM Systems, ACD Platforms, SLA Management
Buenos Aires, Argentina · On-site
Descripción de la empresa PedidosYa forma parte de Delivery Hero, empresa líder mundial en servicios de delivery con presencia en ~65 países. PedidosYa es la empresa de tecnología líder en delivery y quick-commerce en La…
Skills: Marketing Strategy, Account Management, Budget Optimization, Data Analysis, KPI Monitoring
Bucharest, Romania · Hybrid
Company Description Glovo 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 countrie…
Skills: SQL, Excel, Google Sheets, Tableau, Looker
Muscat, Muscat Governorate, Oman · On-site
Company Description Talabat 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 countr…
Skills: Vendor Management, Operational Efficiency, Data Analysis, Stakeholder Management, Cost Control
Bucharest, Romania · Hybrid
Company Description Glovo 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 countrie…
Skills: HR Generalist, HR Business Partnering, Workforce Planning, Employee Lifecycle Management, People Management
Barcelona, Catalonia, Spain · Hybrid
Company Description Glovo 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 countrie…
Skills: Advanced Excel, SQL, Billing, Accounts Receivable, SAP
Barcelona, Catalonia, Spain · Hybrid
Company Description Glovo 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 countrie…
Skills: Advanced Excel, SQL, Billing, Accounts Receivable, SAP
Barcelona, Catalonia, Spain · Hybrid
Company Description Glovo 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 countrie…
Skills: Advanced Excel, SQL, Billing, Accounts Receivable, SAP
Barcelona, Catalonia, Spain · Hybrid
Company Description Glovo 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 countrie…
Skills: Advanced Excel, SQL, Billing, Accounts Receivable, SAP
Barcelona, Catalonia, Spain · Hybrid
Company Description Glovo 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 countrie…
Skills: Advanced Excel, SQL, Billing, Accounts Receivable, SAP
Barcelona, Catalonia, Spain · Hybrid
Company Description Glovo 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 countrie…
Skills: Advanced Excel, SQL, Billing, Accounts Receivable, SAP
Sofia, Sofia-City, Bulgaria · Hybrid
Company Description Glovo 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 70 countrie…
Skills: Account Management, Sales, KPI Analysis, Contract Negotiation, Project Management
Berlin, Germany · On-site
Company Description As 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 powered by tech, designed …
Skills: Management Consulting, Investment Banking, Business Development, Financial Modeling, Strategic Planning
Berlin, Germany · Hybrid
Company Description As 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 powered by tech, designed …
Skills: Management Consulting, Investment Banking, Business Development, Corporate Strategy, Financial Modeling
Chalkida, Thessaly and Central Greece, Greece · On-site
Company Description efood 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 countrie…
Skills: Sales, Communication Skills, Market Research, Lead Generation, Relationship Building
Chalkida, Thessaly and Central Greece, Greece · On-site
Company Description efood 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 countrie…
Skills: Sales, Market Research, Negotiation, Consultative Selling, Communication Skills
Cairo, Cairo, Egypt · On-site
Job Description Lead and develop the Personal Shopper Coordinator team, ensuring consistent execution, high performance, and achievement of operational objectives across all retail partners. Own the overall operation…
Skills: Operational Performance Management, KPI Tracking, Strategic Planning, Stakeholder Management, Workforce Planning
Cairo, Cairo, Egypt · On-site
Company Description Talabat 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 countr…
Skills: Government Relations, Regulatory Compliance, Licensing Management, Negotiation, Stakeholder Management
Oslo, Norway · On-site
Company Description foodora 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 countr…
Skills: Public Affairs Strategy, Stakeholder Management, Public Policy, Regulatory Affairs, Policy Communication
Budapest, Central Hungary, Hungary · On-site
Company Description A foodora a Delivery Hero Group, a világ vezető kiszállítási platformjának része. Küldetésünk, hogy fantasztikus rendelési élményt nyújtsunk – gyorsan, egyszerűen és egyenesen az ajtódhoz. Világszerte…
Skills: Vendor Operations, English Proficiency, Coordination
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Monitors real-time contact center performance across multiple channels to ensure service level targets are met. Manages incident triage, resolves Level 1 issues, and coordinates with planners for headcount interventions.
Requires a diploma or equivalent with 1-2 years of experience in contact center operations or real-time monitoring. Proficiency in WFM systems, ACD platforms, and basic spreadsheet tools is necessary.
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.
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.
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
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
This is how we deliver.
As 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, powered by tech, designed by people. As one of Europe’s largest tech platforms, 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. We push hard, learn quickly, and stay human along the way. It’s this wonderful mix of high performance and real community that makes Delivery Hero a place where ambition and belonging grow side by side. If you’re curious, collaborative, and ready to dive deep into meaningful work, you’ll fit right in.
Offices: Oranienburger Straße 70, Berlin, Berlin 10117, DE · Istanbul, Istanbul, TR · Buenos Aires, AR · Dubai, AE · Wiryeseong-daero, Songpa-gu, Seoul, 05544, KR
This is how we deliver.
As 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, powered by tech, designed by people. As one of Europe’s largest tech platforms, 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. We push hard, learn quickly, and stay human along the way. It’s this wonderful mix of high performance and real community that makes Delivery Hero a place where ambition and belonging grow side by side. If you’re curious, collaborative, and ready to dive deep into meaningful work, you’ll fit right in.
Offices: Oranienburger Straße 70, Berlin, Berlin 10117, DE · Istanbul, Istanbul, TR · Buenos Aires, AR · Dubai, AE · Wiryeseong-daero, Songpa-gu, Seoul, 05544, KR
