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
What you need to be successful
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 %)
ITIL Foundation certification as a preferred or required qualification
Who we are
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.
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