Global Workforce Planning Senior Analyst

Team Team

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 to our Customer Care teams. We currently cover thirteen markets across Europe, the Middle East, and South-East Asia. This role is to be based in India, in our offices 3 days a week.

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

We need somebody who can hit the ground running; a self-starter who is comfortable working cross-functionally, whilst taking ownership and accountability to drive the team's service provision forward.

Responsibilities

• Support and where required own the creation of 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; owning some of the smaller business function forecasting
• Be an expert in our WFM application, ensuring it’s best practice use is maximised across the team for demand and supply forecasting, what-if scenario modelling and also optimised scheduling
• Data and trending analysis, supporting improved understanding of actual vs. plan assumption performance across Marketplace Support  
• Support the team with the provision of regular workforce-related reporting and data gathering; including the preparation of Supplier forecasting files / documents
• Identify methods for improving forecast accuracy through analysis of contact and resource data

Core competencies

Analytical: You will spend the majority of your time working in Google Sheets and WFM Applications to enable BAU plan production and to analyse actual vs. forecast demand and supply trends to support the accurate delivery of future forecasts and resource plans.  There will also be a responsibility to own some of the smaller business function forecasting responsibilities, including the maintenance of key stakeholder relationships and engagement routines. 

Impact Driven: You’ll support the Global Workforce Managers in their delivery of high-impact global projects and BAU planning processes / procedures. These will include but are not limited to the consistent and accurate delivery of workforce planning processes/procedures, what-if scenario modelling and optimal WFM system usage across all markets.  This will also include data/information validation and reconciliation of; historical patterns, data science inputs/outputs, cost benefits documentation collation and version control governance controls; as well as supporting the modelling of costs and benefits of various solutions to improve overall Marketplace Support performance.

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.

Requirements

• 2+ years of workforce management experience in complex multisite, multi-language, multi-supplier contact centre environments
• Strong analytical and problem solving skills with proven experience analysing, interpreting, and summarising complex data
• Proven experience of producing accurate intraday / interval workload forecasting models using statistical techniques
• Highly numerate, with significant experience of using Google Sheets for data collation and analysis
• Demonstrated knowledge and experience in workforce management technology, forecasting, and scheduling methodologies in a customer care environment
• Proven track record of creating strong relationships with contact centre operational and support teams and business 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

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.

Workplace & 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. 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 startups in an incredibly exciting space.