Global Workforce Planning Manager

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 can either be based in London or Manchester, in office 3 days a week.

Key to this expansion is an immediate need for a 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 Senior Manager for Workforce Management & Planning, the 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 communication.

While some workforce management processes are well developed, in conjunction with our outsource partners, planning activities in other markets are still being developed. We now need to move at speed to optimise workforce requirements across all teams in order to maximise performance 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, and who would revel in the opportunity to make a significant mark on the business.

Responsibilities

• Own and create accurate 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
• Own and support Workforce Management related projects with our outsource partners and in-house teams as well as internal change, project and delivery working groups
• Consistently deliver high quality contact and staffing forecasts for all markets; clearly communicating forecasted workloads, change initiatives, assumption movements to our outsource partner and key senior stakeholders; ensuring all key stakeholder relationships are forged and maintained to a high standard on a consistent basis
• Proactive data analysis / trending analysis and preparation and presentation of documentation to articulate the drivers behind actual vs. plan variances as well as actual/emerging risks and opportunities in forward looking outlooks
• Proactive cross functional working at a junior and senior leadership level to ensure all inputs into the plan are understood, version controlled and articulated in a way that enables transparent understanding (e.g. work with our Commercial, Finance, Data Science, Restaurant and Rider Teams to account for changes that will impact our customers and our business)
• Proactive continuous improvement, ensuring the Global WFM Team are operating in the most efficient, effective and aligned way; always reviewing and adopting best practice processes and procedures that are automated wherever possible.

Core Competencies

Analytical : You will spend a large element of your time working in Google Sheets and WFM Applications to create forecasts and analyse performance vs. plan assumptions to ascertain risks, opportunities and learnings. Manipulating inputs and running “what if” scenarios, you will identify ways to increase forecast accuracy performance and maximise optimal staffing resources to achieve SLAs whilst meeting financial budget requirements and/or recommending ways to deliver cost savings

Impact Driven : You’ll work on high-impact global projects. These will include the delivery of optimal, efficient and standardised best-practice workforce planning processes and procedures across all markets, and will also include supporting the modelling of costs and benefits of various solutions to improve customer care performance and the wider performance of Deliveroo. You will be regularly interacting with senior stakeholders at head of function and director level and will need to have a proven track record of being able to collate and articulate complex data-led narratives in transparent, simple and relatable terms

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 team commitments are completed to agreed timescales as well as flexibility, agility and resilience to adapt to dynamic changing business drivers.

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 Marketplace Support Team clearly.

Requirements

• At least 3 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 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 environment
• Proven track record of creating strong relationships with senior customer care operations and support teams, finance managers 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
• 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.