<p> <br> <strong>The Team</strong> <br>The Small Medium Business (SMB) teams are responsible for Deliveroo’s relationships with thousands of<br>independent restaurant and retail partners that operate on the Deliveroo marketplace in a number of markets<br>across Europe, ensuring that they continue to grow and operate efficiently. The SMB team spans the full life-<br>cycle of partner interactions from initial acquisition, on-boarding, reactive support and proactive account<br>management. We do this through our in-house contact centre based in Manchester and in collaboration with our<br>third-party contact centre providers.</p><p></p><p><strong>The Role</strong><br>As an Operations Analyst, you will work closely with the function leads to ensure the operation is both efficient<br>and high performing. You will be focused on reviewing the operational performance and building high quality<br>reporting to help management make decisions, implement new policies, and make changes to improve the<br>performance of the operations. Based in Manchester 1 and reporting to the Hub Operations Manager, this is an<br>ideal role for an individual who has prior experience in an analyst role who wishes to work in a fast paced<br>environment with the autonomy to make a difference.</p><p></p><p><strong>What you’ll be doing</strong><br>● Identifying operational requirements and opportunities for improvement through timely data analysis<br>● Supporting the day-to-day Contact Centre operations ensuring the teams are set up for success in order<br>to deliver our monthly, quarterly and annual commercial objectives via adhoc analysis of operational<br>issues including supporting in recommendations for improved approach to problems<br>● Working with operational leaders to build strong relationships that ensure that areas of concern in the<br>operation are identified quickly and effectively<br>● Create monthly reporting cadence to mid management on key performance indicators and relevant<br>assessment<br>● Recommend and update policies and procedures to improve performance<br>● Adhoc reporting analysis as and when required</p><p></p><p><strong>The Candidate</strong><br>This role is at the heart of our operation, the ideal candidate will be someone who has a passion for handling<br>large amounts of data and identifying next best actions to present to senior stakeholders.</p><p><strong>The required skills include:</strong><br>● Strong analytical skills with the ability to handle complex data and simplify for operational leaders to<br>utilise and take action<br>● Sound knowledge of SQL<br>● Excellent communication skills; with the ability to present data in a clear and concise manner that<br>enables key stakeholders to understand the relevant actions that are required</p><p>● Experience working within Contact Centre environments</p><p>● Some experience in an analytical role</p><p></p><p><strong>Workplace Diversity</strong></p><p><span style="font-weight:400;">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 and relocation.</span></p><p><span style="font-weight:400;">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.</span></p>