Real Time Analyst

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 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: Monitoring service levels RTAs monitor service levels for all queues at all sites, and ensure that they meet efficiency and service level goals. Monitoring agent performance 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. Adjusting staffing RTAs adjust staffing levels to meet service level agreements (SLAs). This may include re-skilling agents, arranging PTO, or leveraging overtime. Communicating changes 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. Preparing reports 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.

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.