Customer Care Real Time 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. We currently cover twelve markets across Europe, the Middle East and South East Asia

Key to this expansion is an immediate need for an experienced Real Time Analyst to join the team to help develop and implement Real Time planning and monitoring methodologies in order to drive efficiencies and bring a consistency of approach to all markets.

The Role

The selected individual will be in charge of overseeing our customer service team in real time globally, reporting to the Global Real Time Manager. You will analyse data using WFM methods and software, and you will suggest ideas and actions for both long-term planning and short-term reactions to various possible crises.

What you’ll be doing:

• RTAs monitor service levels for all queues at all sites, and ensure that they meet efficiency and service level goals. 
• RTAs monitor agent performance and adherence to schedules. They also intervene when necessary to address any situation such as spike in the demand or issues with the supply from the vendor side. 
• RTAs adjust staffing levels to meet service level agreements (SLAs). This may include re-skilling agents, arranging PTO, or leveraging overtime. 
• RTAs communicate changes to incoming contact patterns to operations and the WFM team. They also communicate the impacts of events to the team responsible for short term planning. 
• RTAs prepare and send reports related to the performance of each key stakeholder. They may also feed a daily log that summarizes the results of KPIs and the main reasons for compliance or non-compliance. 

Requirements

• 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 English speaking and writing is beneficial   

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 & Benefits

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. Benefits differ by country, but we offer many benefits in areas including healthcare, well-being, parental leave, pensions, and generous annual leave allowances, including time off to support a charitable cause of your choice. Benefits are country-specific, please ask your recruiter for more information.

Diversity

At Deliveroo, 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 businesses in a rapidly growing industry.

We are committed to diversity, equity and inclusion in all aspects of our hiring process. We recognise that some candidates may require adjustments to apply for a position or fairly participate in the interview process. If you require any adjustments, please don't hesitate to let us know. We will make every effort to provide the necessary adjustments to ensure you have an equitable opportunity to succeed.