The Role

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

Key to this expansion is an immediate need for an experienced Workforce forecaster and analyst to join the team to help develop and implement resource planning methodologies in order to drive efficiencies and bring a consistency of approach to all markets.

If you have experience in the following areas, you may just be the person we are looking for:

  • Are you highly numerate and comfortable living in spreadsheets?
  • Can you produce accurate workload forecasts?
  • Are you an experienced user of Workforce Management software?
  • Do you have a wealth of experience in reporting and analysis using Excel and/or Google Sheets?
  • Have you been involved in contact centre budget planning?
  • Do you have experience of creating great relationships with customer care management teams?
  • Can you produce accurate impact assessments for improvement projects?
  • Do you thrive in an environment where it’s fast-paced and always changing?

While some workforce management processes are well developed, in conjunction with our outsource partners, planning activities in other markets are still being developed. We now need to move at speed to optimise workforce requirements across all teams in order to maximise performance whilst keeping waste to a minimum.

We need somebody who can hit the ground running; a self-starter who is comfortable in creating and implementing procedures from scratch, and who would revel in the opportunity to make a significant mark on the business.

 Responsibilities

  • Produce accurate workload forecasts accounting for trends and seasonality in contact rates and order volumes
  • Develop forecasts with our Business Intelligence teams and utilise our internal forecasting tool
  • 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
  • Collation and analysis of performance data and contact volumes to monitor changes and trends
  • Lead the production of Workforce data and reporting
  • Develop capacity planning and budgeting spreadsheets
  • Support in-house markets with Excel-based Erlang models and our outsource partners with their WFM system processes, producing relevant reporting about our workforce plans
  • Conduct impact assessments in support of continuous improvement and change projects
  • Produce simulations and what-if scenarios to assist with business cases and providing headcount and cost projections to support managerial decision making 

Core competencies

Impact driven: You’ll work on high-impact global projects. These will include supporting the delivery of workforce planning processes and a WFM system across all markets, and may also include modelling the costs and benefits of various solutions to improve customer care performance and the wider performance of Deliveroo.

Analytical & collaborative: There will be a lot of number-crunching and/or data modelling involved, but you’ll also need to see the bigger picture and understand how your insights are aligned with the direction the business is heading in. You should also be proactive in gathering input from relevant stakeholders to enhance the accuracy and relevance of analysis you produce.

Decisive & influential: You should be able to thrive in a fast-paced environment, and be comfortable with making quick yet calculated decisions, even in times of ambiguity. You also need to make recommendations for changes, which could be game-changing and communicate them across the Global Care team clearly.  

Requirements

  • Graduate in a subject with a significant mathematical element, or equivalent experience
  • Minimum of 2 years’ experience using a Workforce Management system in an administrative role within a customer care environment
  • Proven experience of producing accurate workload forecasting models using statistical techniques
  • Strong Excel or Google Sheet modelling skills; for example, using pivot tables and index match formulae
  • SQL skills are highly desirable but not essential, as is experience of using a reporting tool, such as Looker
  • Adept at conducting 80/20 analysis, drawing out business insights from that analysis and presenting findings and recommendations persuasively
  • Proven track record of creating strong relationships with customer care operations and support teams, finance managers and business intelligence analysts
  • Communication skills that clearly present ideas, theories, and technical information to operations and managerial staff
  • Must be proactive and able to work independently
  • Strong attention to detail and accuracy is essential

Life at Deliveroo

We are a small team, with very large impact, seeking to answer some of the most interesting questions out there. We move fast, we’re always looking for new ideas and we’re very transparent about the decisions we make and why we make them.

There are so many questions we need to answer and plenty more we haven’t even encountered. How do data and technology help restaurants to grow as consumer habits change? How can we predict what someone wants to order for dinner long before the idea has even crossed their mind? At Deliveroo these are just some of the tough problems we are solving - and there is no challenge that cannot be yours. No solution is owned by a particular team, which means the scope for growth and personal impact is enormous. 

Benefits and 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.

 In 2018 we announced our decision to give every employee equity in the company. We did this because we wanted all of our employees, regardless of location, level or role to be owners and because we believe that this is the right thing to do. We believe this helps build a culture where everyone is committed and able to share in the company’s success.

 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 start-up’s around.

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