Canopy
Deliveroo (HK)

Deliveroo (HK)- Workforce Planning Analyst (Real Time)

Entry Level
Hong Kong
Workforce Planning Analyst (Real Time)
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About Us

When you first think about Deliveroo, you probably think of getting great food to your house in less than half an hour.  Awesome right? But behind the scenes is the real story. This story is one of high growth, huge challenges and an enormous opportunity ahead of us. It began with our founder Will, arriving in London over 5 years ago and finding it almost impossible to order great food, despite the wealth of incredible restaurants in the city.  Fast forward 5 years and we operate in 13 countries with over 50,000 riders who deliver orders from 50,000 restaurants in over 200 cities worldwide.

And we’re still just getting started...

Who we're looking for

Deliveroo (HK) is looking for a Workforce Planning Analyst (Real Time) to join the team!

What you will 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
Who you are
  • 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.
  • Experienced 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 Cantonese speaking and Traditional Chinese writing is essential
  • Fluent English speaking and writing is essential
  • Fluent Mandarin speaking and Simplified Chinese writing is beneficial  

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