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. This role is to be based in India, in our offices 3 days a week.

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 & Diversity

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer a wide range of competitive benefits in areas including health, family, finance, community, convenience, growth, time away and relocation. 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 startups in an incredibly exciting space.