Real Time Analyst

Customer Experience

Hong Kong

Permanent

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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.

 
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 ten markets across Europe, the Middle East and South East Asia.Key to this expansion is an immediate need for a 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 
Reporting to the Real Time Team 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
Requirements
  • 1 year+ proven experience in Workforce and Real Time Management
  • 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.
  • 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
Preferred Experience (but not essential)
  • Desired proven experience of WFM systems such as Teleopti, IEX or similar WFM systems
 

Perks

A competitive and comprehensive compensation and benefits package

Time to recharge

  • 15 days of annual leave and public holidays
  • One paid day off each year to volunteer or support a charity of your choice

Wellness

  • Headspace membership
  • Gym allowance
  • Active social committee
  • Caring for our local community and our environment – for example our partnership with the Plastic Ocean Foundation

Compensation

  • We pay every employee competitively for the role they are performing in their respective location
  • Depending on role, employees may be eligible for a variable cash bonus that directly rewards individual contributions and is linked with broader company success

Work Life

  • Flexible working hours and location flexibility
  • Competitive Parental Leave Policy
  • Employee Assistance Programme
  • Roolearn platform, giving you access to content from leading L&D providers
  • Employee Resource Groups including Women in Tech, Roo-LGBTQ+, Racial Equity and more

Workplace

  • Free Deliveroo Plus subscription
  • Monthly Friday breakfasts and lunches in the office
  • Snacks & drinks are also available to enjoy in the office