This role will provide ongoing support, insight, and management information that enables all EU SMB teams to effectively plan and manage their resource requirements. EU SMB is European Small Medium Businesses.  An essential element of this role is to ensure that the headcount levels of all teams are effectively managed and proactively planned to ensure contractual SLA performance is maintained at all times. Efficiency and maximising connect rates with B2B customers. Scheduling, planning and measuring the centre performance. 

The WFM Analyst role requires extensive workforce planning and RTA experience to engage and support multiple languages and LOB’s, multi-channel contact centres. A broad range of operational experience is essential to complement SQL, Visual, MS Excel, and or  Google Sheets expert. Manual report development is initially required. 

Responsibilities

  • Providing coordination of all workforce planning activities. Schedules, plans, reports. 
  • Building appropriate resource models to assist in the control and forecasting of headcount requirements and staffing efficiency. 
  • Developing and delivering the workforce planning process/cycle (Framework in action and reporting)
  • Identifying and implementing control mechanisms to ensure headcount are forecasted with hiring and attrition targets.
  • Can build collaborative relationships with all stakeholders to develop strategic workforce plans.
  • Understand the drivers of efficiency/inefficiency and assist in identifying a development pathway to deliver a best-in-class service model.
  • Ensuring headcount requirements are aligned to budget levels at all times, escalating exceptions through an appropriate approval process.
  • Forecast the impacts of the business change on all teams and establish how this will impact resource requirements over a 1, 3, 6, 9 and 12-month timeframe.
  • Assist the business in building a change roadmap that informs all resource modelling activities.
  • Establish control over the use of all operational resources for non-production activities and measure allowances for lost productivity and cost. 
  • Monitor and analyses historical data to make recommendations on changes in resource requirements across all EU SMB teams. 
  • Partner with all operational, revenue management teams to share responsibility for meeting service levels and impacts. 
  • Provides daily/weekly/monthly/quarterly/YTD reporting on trends, analysis and recommendations.

Requirements

  • Experience in progressive continuous improvement tools (WFM, Analytical tools) and concepts.
  • Experience in call centre workforce planning with strong analytical and numerical capabilities. Comfortable sourcing data to inform decisions and experience using workforce planning tools and techniques to build appropriate resource models.
  • Call centre/operational background with experience working in an ever-changing call centre or operational environment and supporting automation projects.
  • Experience in creating management information and using it to forecast resource requirements.
  • Excellent interpersonal skills, able to influence, negotiate and build a “one team, one customer” culture with peers across the business. Able to communicate complex data into insights that all stakeholders can understand.
  • Ability to think ahead and forecast required resource levels
  • An 80% implementation role; Tacticain needed to roll up the sleeves with a solution and do attitude is best suited. 

Nice to have:  Bi-lingual, English and either French, Italian, Dutch, Flemish. Start-up or consulting/outsourcing experience in a fast-paced environment.

 

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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