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Global Realtime Team Manager, Care Workforce Planning Specialist
2 months ago
We are seeking an experienced Real Time WFM Manager to join our Global Workforce Management & Planning team. As a key member of our team, you will be responsible for developing and implementing Real Time planning and monitoring methodologies to improve efficiency and consistency across our markets.
You will lead the real-time management of our customer care workforce on a global scale, using WFM software and tools to analyze data and recommend actions and solutions for both long-term planning and immediate responses to potential crises. You will also lead and develop a team of Real-Time Analysts.
Key Responsibilities- Review workload forecasts, accounting for trends and seasonality in contact rates and order volumes, and highlight issues that prevent us from achieving our service levels.
- Track the impact of operational change activities affecting Customer Care to improve the accuracy of our forecasts.
- Ensure daily tracking of forecast accuracy across markets, quickly responding to any issues encountered locally or centrally.
- 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 calls, staffing, and handle time variances.
- Daily schedule and activity maintenance, including monitoring daily supply and demand in real time.
- Work with vendor RTAs and in-house teams to make real-time workforce adjustments.
- 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 optimize resource supply to meet demand.
- Direct line management responsibility for a team of 7x Real-time Analysts.
- Be rostered as an 'Emergency On-Call' delegate approximately 1-2 times per quarter.
- 2+ years of experience in Workforce and Real Time Management.
- Proven experience of WFM systems such as Teleopti, IEX, or similar WFM systems.
- Strong Excel or Google Sheet modeling skills, including the use of pivot tables and index match formulas.
- 2+ years of line management experience, with indirect management of outsourced WFM teams being desirable.
- Proven analytical skills and mindset.
- 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.
- Ability to work in an ambiguous environment.
- Presentation of ideas, theories, and technical information to operations and managerial staff.
- Management of workforce performance in Real Time, which may require working evenings, weekends, and some Bank Holidays.
Our mission is to transform the way you shop and eat, bringing the neighborhood 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 & BenefitsAt Deliveroo, we know that people are the heart of the business and we prioritize 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.
We are committed to diversity, equity, and inclusion in all aspects of our hiring process. We recognize 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.
We offer a range of benefits, including 25 days holiday, paid bank holidays, pension, life, health, and dental insurance, Deliveroo Plus subscription, benefits including discounted gym subscription, wellbeing, employee assistance program, Cycle-to-work scheme, company-paid team meals and nights out, online learning courses.
