Global Realtime Team Manager
2 months ago
Job Title: Food & Beverage Team Leader - weekends
Job Summary:
We are seeking an experienced Food & Beverage Team Leader to join our team on weekends. As a Food & Beverage Team Leader, you will be responsible for leading the real-time management of our customer care workforce on a global scale.
Key Responsibilities:
- Track the impact of operational change activities affecting Customer Care to improve the accuracy of our forecasts.
- Review performance data and contact volumes to monitor changes and trends in real time.
- Lead the production of workforce data and reporting in real time.
- Review capacity planning and provide recommendations.
- Support in-house markets with real-time management and monitoring.
- Intraday management and response plan implementation to ensure schedule adherence, respond to unplanned call, staffing, and handle time variances.
- Daily schedule and activity maintenance, including monitoring daily supply and demand in real time.
- Ensure partners and in-house teams are following agent requirements at each interval and that schedule adherence is tracked, working with Care Operations and our partners to drive continuous improvement to optimise resource supply to meet demand.
- Direct line management responsibility for a team of 7x Real-time Analysts.
Requirements:
- 2 years + experience in Workforce and Real Time Management.
- Strong Excel or Google Sheet modelling skills;
- 2+ years line management experience; indirect management of outsourced WFM teams is desirable.
- Adept at conducting 80/20 analysis, drawing out business insights from that analysis and presenting findings and recommendations persuasively.
- Experience creating relationships with customer care operations and support teams, finance managers and business intelligence analysts.
- Manage workforce performance in Real Time, this will mean to work evenings, weekends and some Bank Holidays.
About Deliveroo:
Deliveroo is a technology-driven company at the forefront of the most rapidly expanding industry in the world. We are transforming the way the world eats and shops by making access to food and products more convenient and enjoyable.
Why Work with Us:
We offer a wide range of competitive benefits in areas including health, family, finance, community, convenience, growth, time away and relocation. 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.
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