Global Workforce Planning Senior Analyst

The team

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.

Key to this expansion is an immediate need for a Workforce Planning Senior Analyst to support the team with the production of short, medium, and long term contact and staffing forecasts within all markets.

We need somebody who can hit the ground running; a self-starter who is comfortable working cross-functionally, whilst taking ownership and accountability to drive the team's service provision forward.

This role is based in Hyderabad and you will need to work from the office 3 days a week.

Responsibilities

• Support and where required own the creation of 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; owning some of the smaller business function forecasting
• Be an expert in our WFM application, ensuring it’s best practice use is maximised across the team for demand and supply forecasting, what-if scenario modelling and also optimised scheduling
• Data and trending analysis, supporting improved understanding of actual vs. plan assumption performance across Marketplace Support
• Support the team with the provision of regular workforce-related reporting and data gathering; including the preparation of Supplier forecasting files / documents
• Identify methods for improving forecast accuracy through analysis of contact and resource data

Requirements

• 2+ 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 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 contact centre operational and support teams and business 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.

Workplace & Diversity

At Deliveroo we know that people are the heart of the business and we prioritise their welfare.