Real Time Analyst

Found in: Talent HK C2 - 3 weeks ago

Hong Kong, Hong Kong SAR China Deliveroo Full time
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 requirementsUsing analytical tools to find out the root cause of forecasting discrepanciesCreate great relationships with internal and external stakeholdersMonitor 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 levelsTrack the impact of operational change activities affecting Customer Care to improve the accuracy of our forecastsEnsure daily tracking of forecast accuracy across markets, quickly responding to any issues encountered locally in our markets, or centrallyReview performance data and contact volumes to monitor changes and trends in real timeSupport in-house markets with real-time management and monitoringWork 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 ManagementMust be proactive and able to work independentlyStrong attention to detail and accuracy is essentialStrong sense of urgencyMonitor 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 formulaProven analytical skills and mindsetProven track record of creating strong relationships with customer care operations, support teams and outsources partnersProven 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

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