Realtime Analyst, Customer Care
|Job Title:||Realtime Analyst, Customer Care|
|Job Published:||February 28, 2021 11:54|
Reporting to the Senior Realtime WFM Manager, the successful candidate will be responsible for the real-time management of our customer care workforce on a global scale. You will use WFM software and tools to analyse data, and recommend actions and solutions for both long-term planning and immediate responses to a variety of potential crises.
Using Workforce Management software and tools to analyse forecast accuracy and Real Time Workforce requirements
Using analytical tools to find out the root cause of forecasting discrepancies
Create great relationships with internal and external stakeholders
Monitor Real Time Management for our Workforce
What you'll be doing:
Review workload forecasts, accounting for trends and seasonality in contact rates and order volumes, highlight issues and roadblock that prevents 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 in our markets, or centrally
Review performance data and contact volumes to monitor changes and trends in real time
Support in-house markets with real-time management and monitoring
Work hand-in-hand with onsite and supplier Real Time teams to ensure schedule adherence and minimal unplanned in-office shrinkage
Must be proactive and able to work independently
Strong attention to detail and accuracy is essential
Strong sense of urgency
Monitor and manage workforce performance in Real Time, this will mean to work in evenings, weekends and some Bank Holidays.
Minimum of a year and proven experience in Workforce and Real Time Management
Desired proven experience of WFM systems such as Teleopti, IEX or similar WFM systems
Strong Excel or Google Sheet modelling skills; for example, using pivot tables and index match formula
Proven analytical skills and mindset
Proven track record of creating strong relationships with customer care operations, support teams and outsources partners
Proven experience working in a fast pace environment
Fluent French speaking and writing is beneficial
When you first think about Deliveroo, you probably think of getting great food to your house in less than half an hour. Awesome right? But behind the scenes is the real story. This story is one of high growth, huge challenges and an enormous opportunity ahead of us.
We want to be the definitive food company - the app you go to any time you have a hunger pang. We are transforming the way people think about food. We're a technology driven company at the forefront of the most rapidly expanding industry in the world, so come and join us for the ride.
Benefits and 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.
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