Global Realtime Team Manager, Care Workforce Planning

The Team

The central Customer Care management team is expanding rapidly and the Global Workforce Management & Planning team needs to mirror this growth to provide outstanding support to our Customer Care teams. We cover ten markets across Europe, the Middle East and South East Asia.

Key to this expansion is an immediate need for an experienced Real Time WFM Manager to join the team to help develop and implement Real Time planning and monitoring methodologies in order to improve efficiency and bring a consistency of approach to all markets. We're open to this person being based in London or Manchester. We have a hybrid working model with 3 days in the office.

About the Role

Reporting to the Global Head of Workforce Planning & Management, you will lead the real-time management of our customer care workforce on a global scale. You will use WFM software and tools to analyse data, and recommend actions and solutions for both long-term planning and immediate responses to a variety of potential crises. You will lead and develop a team of Real-Time Analysts.

What You'll Do

Review workload forecasts, accounting for trends and seasonality in contact rates and order volumes, highlight issues and roadblock that prevents us from achieving our service levels

Track the impact of operational change activities affecting Customer Care to improve the accuracy of our forecasts

Ensure daily tracking of forecast accuracy across markets, quickly responding to any issues encountered locally in our markets, or centrally

Review performance data and contact volumes to monitor changes and trends in real time

Lead the production of workforce data and reporting in real time

Review capacity planning and provide recommendations

Support in-house markets with real-time management and monitoring

Intraday management and response plan implementation to ensure schedule adherence, respond to unplanned call, staffing, and handle time variances

Daily schedule and activity maintenance, including monitoring daily supply and demand in real time

Work with vendor RTAs and in-house teams to make real time workforce adjustments

Ensure partners and in-house teams are following agent requirements at each interval and that schedule adherence is tracked, working with Care Operations and our partners to drive continuous improvement to optimise resource supply to meet demand

Direct line management responsibility for a team of 7x Real-time Analysts

Be rota’d as an ‘Emergency On-Call’ delegate approx. 1-2 times per quarter

Requirements

2 years + experience in Workforce and Real Time Management

Proven experience of WFM systems such as Teleopti, IEX or similar WFM systems

Strong Excel or Google Sheet modelling skills; for example, using pivot tables and index match formula

2+ years line management experience; indirect management of outsourced WFM teams is desirable

Proven analytical skills and mindset

Adept at conducting 80/20 analysis, drawing out business insights from that analysis and presenting findings and recommendations persuasively

Experience creating relationships with customer care operations and support teams, finance managers and business intelligence analysts

Ability to work in a ambiguous environment

Present ideas, theories, and technical information to operations and managerial staff

Manage workforce performance in Real Time, this will mean to work evenings, weekends and some Bank Holidays

Why Deliveroo

Our mission is to transform the way you shop and eat, bringing the neighbourhood to your door by connecting consumers, restaurants, shops and riders. We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable. We give people the opportunity to buy what they want, as they want it, when and where they want it.

We are a technology-driven company at the forefront of the most rapidly expanding industry in the world. We are still a small team, making a very large impact, looking to answer some of the most interesting questions out there. We move fast, value autonomy and ownership, and we are always looking for new ideas.

Workplace & Benefits

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. Benefits differ by country, but we offer many benefits in areas including healthcare, well-being, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice. Benefits are country-specific, please ask your recruiter for more information.

Diversity

At Deliveroo, we believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest-growing businesses in a rapidly growing industry.

We are committed to diversity, equity and inclusion in all aspects of our hiring process. We recognise that some candidates may require adjustments to apply for a position or fairly participate in the interview process. If you require any adjustments, please don't hesitate to let us know. We will make every effort to provide the necessary adjustments to ensure you have an equitable opportunity to succeed.

Benefits

25 days holiday, paid bank holidays, pension, life, health & dental insurance 

Deliveroo Plus subscription, benefits including discounted gym subscription, wellbeing

Employee assistance program, Cycle-to-work scheme

Company-paid team meals and nights out

Online learning courses

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