A hybrid role, 20% strategic and 80% tactical requirement. The role requires a tactician with the needed skills to re-think a WFM SOP and implement it. 

Interface with the SMB EU team, reviewing forecasts, commercial audits and interfacing with EU operational leadership, and will be responsible for driving all short-long term plans, from budgets, tools, processes and recruitment recommendations to shift schedules and highlight efficiency opportunities.

Responsibilities

  • Design, implement, continuously improve WFM EU SMB operating procedures
  • Lead with a data-driven style, clear SLA’s and KPI’s 
    • Ensuring that a robust strategic planning framework is created, developed and maintained with best practices, whilst remaining agile to change, and staying aligned to the think big ambitions of the Deliveroo
  • Utilising a variety of data inputs to create highly accurate forecasts for a variety of EU teams
  • Forecasting and scheduling performance is tracked and improved quarter over quarter, year on year in order to maintain stakeholder confidence in the levels of support and accuracy
  • Influencing leaders on strategic planning/forecasting, supply/demand drivers, shift design and efficiency driving opportunities
  • Responsibility for optimising the planned resources, balancing the key elements of sales teams/account management, cost to serve and B2B level engagement 
  • Lead RTA’s to deliver an industry best in class service. This includes ongoing development of processes to adopt new concepts & thinking
  • Overall responsibility for the delivery of an accurate capacity planning process, including integration, transition, transformation, recruitment recommendations, attrition forecasts and normalised forecast demand reviews

Requirements

  • Substantial experience of working within a contact centre environment and exceptional knowledge of multi-channel, multi-language resource WFM cycles
  • Demonstrable experience in developing and leading workforce management forecasting, planning and scheduling 
  • Best practice knowledge of forecasting/planning techniques, capacity planning and EU/UK labour laws
  • Experience in EU contact centre planning/forecasting
  • Expert analytic skills 
  • Experience of working in a data-centric environment 
  • Knowledge of workforce management systems and report management
  • Experience in dynamic change management
  • Passionate about striving to deliver and continuously adapt to a B2B customer support focus 
  • People management 
  • Real-time analyst experience 
  • Outbound dialer productivity
  • Change impact assessments and strategic modelling 
    • Budget forecasting 
    • WFM forecasting 
    • New ways of working modelling 

Preferable

  • Bilingual EU language a plus

 

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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