Senior Manager : Global Workforce Management

Senior Manager : Global Workforce Management 

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.

The Role

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

Key to this expansion is an immediate need for a Senior Workforce Planning Manager to support the team with the production of short, medium, and long term contact and staffing forecasts within all markets. Reporting to the Global Head of WFM, Performance, Change & Vendor Management the Senior Global Workforce Planning Manager will ensure strategic goals of delivering excellent customer service at optimal cost are achieved through accurate forecast modelling, collaborative planning, and effective team management. 

While some workforce management processes are well developed, planning activities in other lines of business are still being developed. We now need to move at speed to optimise workforce requirements across all teams in order to maximise interval-level forecast accuracy 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, who is experienced managing direct reports, and who would revel in the opportunity to make a significant mark on the business.

Responsibilities

• Build a WFM strategic plan to increase interval-level forecast accuracy while achieving grade of service and reducing costs
• Create monthly, weekly, daily, and 15 minute interval forecasts of contact volumes and staffing requirements across multiple channels, markets, and lines of business based on historical trends, special events, and business growth objectives
• Build capacity plans that provide holistic market-level contact and staffing views that takes into consideration staff across multiple vendors or in-house teams
• Manage a team of forecasters with varying levels of experience, mentoring and developing their skills
• Support Workforce Management related projects with our outsource partners
• Establish a contact and staffing forecast for all markets and clearly communicate the forecasted workload, changes, assumptions, inputs, etc to the outsource partner and key stakeholders while adhering to the vendor lock processes
• Data analysis, trending analysis, and preparation of hourly, daily, and monthly contact centre performance reports
• Manage the process to raise Purchase Orders relating to support from our partners before tracking approvals and final invoice amounts to ensure we consistently operate within our budget allowances  
• 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 the Data Science forecasters to incorporate their contact forecasts into the WFM staffing forecast 
• Work with our Marketing, Restaurant and Rider Operations teams to account for changes that will impact contact volumes and mis of demand
• Identify methods for improving forecast accuracy through analysis of contact and resource data in partnership with our Data Science teams
• Be available to be ‘on-call’ as emergency escalation point for Marketplace Support approx. 1-2 times per week
• In alignment with Company policy, work from the relevant office location at least 60% of the time across every quarter  

Core competencies

Analytical: You will spend the majority of your time working in Excel / Google Sheets to create forecasts and reports. Manipulating inputs and running “what if” scenarios, you will identify ways to increase forecast accuracy and maximise staffing resources to achieve SLAs while meeting budget requirements.

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

• 5+ years of workforce management experience in a contact centre environment
• Strong analytical and problem solving skills with proven experience analysing, interpreting, and summarising complex data
• Excellent People Management skills with a strong growth and development mindset and 5+ years experience of managing WFM Teams 
• Proven experience of producing accurate intraday / interval workload forecasting models using statistical techniques across multiple channels (calls, chats, emails, and back office)
• Highly numerate, with significant experience of using Excel or Google Sheets for data collation and analysis
• Demonstrated knowledge and experience in workforce management technology, forecasting, and scheduling methodologies in a customer care and back office environment
• Proven track record of creating strong relationships with customer care operations and support teams, finance managers, BPOs, 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 with a resilient and positive mindset that actively looks to successfully deliver transformation and change
• Strong attention to detail and accuracy is essential

Workplace & Benefits

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. Benefits differ by country, but we offer many benefits in areas including healthcare, well-being, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice. Benefits are country-specific, please ask your recruiter for more information.

Diversity

At Deliveroo, 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 businesses in a rapidly growing industry.

We are committed to diversity, equity and inclusion in all aspects of our hiring process. We recognise that some candidates may require adjustments to apply for a position or fairly participate in the interview process. If you require any adjustments, please don't hesitate to let us know. We will make every effort to provide the necessary adjustments to ensure you have an equitable opportunity to succeed.