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 a Workforce Planning Analyst to support the team with the coordination of Workforce processes and project activities, so that we can ensure we provide 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 numerate and comfortable living in spreadsheets?
  • Do you have experience of working in Contact Centres?
  • Are you familiar with Workforce Management processes?
  • Have you been involved in coordinating project work?
  • Do you have exemplary organisational skills
  • 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

  • Act as the Workforce Management & Planning team’s project coordinator
  • Support Workforce Management related projects with our outsource partners
  • Manage the collation and coordination workforce headcount data
  • Lead the process for the On- and off- boarding of agents
  • Manage the process to raise Purchase Orders relating to support from our partners before tracking approvals and final invoice amounts 
  • Support the team with the provision of regular workforce-related reporting and data gathering
  • Collate all Care-related change management information that may impact workforce planning
  • Work with our Marketing, Restaurant and Rider Operations teams to account for changes that will impact Customer Care contact volumes

Core competencies

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

Organisational skills: There will be a large number of activities that the team needs to work on as we evolve and you will support the team with coordination of these activities. You will need to have strong organisational skills to ensure that all regular team commitments are completed to agreed timescales.

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

  • Proven experience of coordinating and/or managing improvement projects within a Contact Centre environment 
  • Highly numerate, with significant experience of using Excel or Google Sheets for data collation and analysis
  • Experience of working with a Workforce Management system in an administrative role within a customer care environment preferred
  • 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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