Senior Manager - Global Workforce Management at Deliveroo

Hyderabad, Telangana, India

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Food Delivery, Logistics, OperationsIndustries

Requirements

Experienced in creating and implementing procedures from scratch
Comfortable managing direct reports
Strong analytical skills, spending majority of time in Excel/Google Sheets for forecasts, reports, manipulating inputs, and "what if" scenarios
Impact-driven, with experience in high-impact global projects
Excellent organisational skills
Ability to hit the ground running as a self-starter

Responsibilities

Build a WFM strategic plan to increase interval-level forecast accuracy while achieving grade of service and reducing costs
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
Build capacity plans that provide holistic market-level contact and staffing views considering staff across multiple vendors or in-house teams
Manage a team of forecasters with varying levels of experience, mentoring and developing their skills
Support Workforce Management related projects with outsourced partners
Establish a contact and staffing forecast for all markets and clearly communicate the forecasted workload, changes, assumptions, inputs, etc., to outsource partners and key stakeholders while adhering to vendor lock processes
Conduct 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 partners, tracking approvals and final invoice amounts
Support the team with regular workforce-related reporting and data gathering
Collate all Care-related change management information that may impact workforce planning
Work with Data Science forecasters to incorporate their contact forecasts into the WFM staffing forecast
Work with Marketing, Restaurant, and Rider Operations teams to account for changes impacting Customer Care contact volumes
Identify methods for improving forecast accuracy through analysis of contact and resource data
Participate in the emergency call-rota 1-2 times per quarter

Skills

Key technologies and capabilities for this role

Workforce PlanningForecastingCapacity PlanningWFMStaffing ModelsContact Center ManagementInterval ForecastingStrategic PlanningTeam ManagementPerformance Optimization

Questions & Answers

Common questions about this position

What is the work arrangement for this role?

The position is hybrid.

What salary or compensation is offered for this position?

This information is not specified in the job description.

What key skills and experience are required for this role?

The role requires experience in workforce planning and forecasting, managing direct reports, data analysis and trending, creating procedures from scratch, and being a self-starter who can hit the ground running.

What does the team structure look like for this position?

The role reports to the Global Head of WFM, Performance, Change & Vendor Management and involves managing a team of forecasters with varying levels of experience.

What makes a strong candidate for this Senior Manager role?

A strong candidate is a self-starter who can hit the ground running, create and implement procedures from scratch, manage direct reports effectively, and make a significant mark on the business.

Deliveroo

Online food delivery connecting customers and restaurants

About Deliveroo

Deliveroo connects customers with a variety of restaurants through its online food delivery service. Customers can place orders via the Deliveroo website or mobile app, which are sent to partner restaurants for preparation. Once the food is ready, Deliveroo's network of delivery riders brings it directly to the customer's home. This system allows restaurants to expand their reach without handling their own delivery logistics. Deliveroo earns money by charging restaurants a commission on orders and customers a delivery fee. They also offer a subscription service, Deliveroo Plus, which gives customers unlimited free delivery for a monthly fee, encouraging loyalty and providing consistent revenue. Additionally, Deliveroo engages in community initiatives, such as providing free meals to NHS workers during the pandemic, which helps build a positive public image and strengthen community relationships.

London, United KingdomHeadquarters

2013Year Founded

$1,569.6MTotal Funding

IPOCompany Stage

Food & Agriculture, Consumer SoftwareIndustries

5,001-10,000Employees

Benefits

Health Insurance

Paid Vacation

Parental Leave

Family Planning Benefits

Risks

Increased competition from Uber Eats and Just Eat threatens market share.

Rising operational costs due to inflation may impact profit margins.

Potential regulatory challenges could increase labor costs for delivery riders.

Differentiation

Deliveroo offers a diverse range of cuisines, from fast food to high-end dining.

The company partners with non-food brands, expanding beyond traditional food delivery.

Deliveroo's three-sided marketplace connects customers, restaurants, and delivery riders efficiently.

Upsides

Partnerships with brands like Accessorize diversify revenue and expand market reach.

Deliveroo Plus subscription service boosts customer loyalty and provides recurring revenue.

AI integration enhances delivery efficiency and reduces operational costs.

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