Workforce Planning Manager
Posted on 2/17/2023
INACTIVE
Deliveroo

5,001-10,000 employees

Online platform for restaurant and grocery delivery service
Company Overview
Deliveroo stands out as a leading food delivery service, partnering with approximately 176,000 restaurants and grocery outlets, and employing around 150,000 riders worldwide to ensure a seamless and efficient delivery experience. The company's competitive edge lies in its real-time tracking feature, allowing customers to monitor their orders, and its attractive discounts and perks, which enhance customer satisfaction and loyalty. Additionally, Deliveroo's commitment to flexibility and work-life balance for its riders, coupled with its corporate food solutions and gift card offerings, demonstrate its adaptability and focus on meeting diverse customer needs.
Consumer Goods

Company Stage

Series H

Total Funding

$2.2B

Founded

2013

Headquarters

null, United Kingdom

Growth & Insights
Headcount

6 month growth

1%

1 year growth

0%

2 year growth

11%
Locations
London, UK
Experience Level
Entry
Junior
Mid
Senior
Expert
Requirements
  • 2+ years of workforce management experience in a contact centre environment
  • 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 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
Responsibilities
  • Create 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
  • Support Workforce Management related projects with our outsource partners
  • Establish a contact and staffing forecast for all markets and clearly communicate the forecasted workload, changes, assumptions, inputs, etc to the outsource partner and key stakeholders
  • Data analysis, trending analysis, and preparation of hourly, daily, and monthly contact centre performance reports
  • Manage the process to raise Purchase Orders relating to support from our partners before tracking approvals and final invoice amounts
  • Support the team with the provision of regular workforce-related reporting and data gathering
  • Collate all Care-related change management information that may impact workforce planning
  • Work with our Marketing, Restaurant and Rider Operations teams to account for changes that will impact Customer Care contact volumes
  • Identify methods for improving forecast accuracy through analysis of contact and resource data