Workforce Management

Customer Support

Job Type

permanent

Location

Ghent, Belgium

Who are we?

Deliverect is in hyper-growth! As a global SaaS Soonicorn, our mission is to be the backbone of on-demand food, with over 75 million orders completed, operating in 12 countries and rising.

We simplify online order management to help restaurants, cloud kitchens and food chains around the world become faster, smarter and more connected, so they can serve even more delicious food to their customers. 

With real-time insights they can manage inventory, track revenue growth, automatically update stock, adjust menus globally and spot new opportunities across platforms with ease.

Who we work with

Food delivery platforms such as Deliveroo, Uber Eats, Doordash, Delivery Hero and customers such as Taco Bell, Burger King, KFC, Unilever and your local takeaway too!

Our People

Located in our hubs across Europe, North America, South America, Australia and the Middle East we currently have over 250 people and are growing rapidly. We are ambitious, take ownership and celebrate success with the entire team. Because we have a deep level of respect for each other, there is always room to learn and develop.


Reason for the role

Deliverect is growing rapidly with a global footprint, and our organization is scaling up all teams for the future. Serving our stakeholders globally, we want to ensure all support teams are correctly staffed according to incoming volumes while meeting both our internal requirements and the expectations of our customers. It's all about delivering the best possible customer experience together! The role will also have a major focus on data and reporting linked to our business performance.

Tasks and responsibilities


  • Forecast support volumes and workload both short and long term, using WFM systems to identify staffing levels.

  • Schedule employees per projected staffing needs across different support channels, languages, regions and timezones

  • Monitor real time schedule adherence and performance (including SLAs and KPIs) trends in collaboration with support leads

  • Analyze trends and contact patterns, including staff productivity, capacity, resource allocation

  • Manage time off and leave requests, shift changes and any intraday activities to ensure adequate staffing 

  • Develop and own capacity plans, and take proactive steps to ensure correct staffing is achieved 

  • Participate in providing an overview of WFM process and tools in new hire training.

  • Proactively take part in daily tasks within data and analytics team in defining, creating and reviewing reports and data impacting the business




Tasks and responsibilities


  • Forecast support volumes and workload both short and long term, utilizing WFM systems to identify staffing levels

  • Schedule employees per projected staffing needs across different support channels, languages, regions and timezones

  • Monitor real time schedule adherence and performance (including SLAs and KPIs) trends in collaboration with support leads

  • Analyze trends and contact patterns, including staff productivity, capacity, resource allocation

  • Manage time off and leave requests, shift changes and any intraday activities to ensure adequate staffing 

  • Develop and own capacity plans, and take proactive steps to ensure correct staffing is achieved 

  • Participate in providing an overview of WFM process and tools in new hire training

  • Proactively take part in daily tasks within data and analytics team in defining, creating and reviewing reports and data impacting the business


Job Requirements


  • Strong verbal and written communication skills.

  • Ability to prioritize, organize work and multi-task within a dynamic environment.

  • Strong knowledge of scheduling tools and processes, including reporting routines

  • 1-2 years'+ experience from WFM work and multi-channel scheduling with professional tools

  • Experience with capacity planning for multi-channel and multi-skill environments

  • SQL experience is preferred 

  • Experience with BI Tools is a plus: Looker, Tableau, PowerBI, etc.

  • Strong customer service, analytical, and data entry skill


What we offer?

  • Fast-growing SaaS scale-up that’s been named a ‘soonicorn’

  • Plenty of scope to develop and take ownership 

  • Range of benefits 

  • We want to support everyone. We offer flexibility around working hours, locations and office days

  • Diverse international team; regular company and team events

  • Transparency and visibility including a weekly company sprint on vision, strategy, roadmap and progress

  • Constantly innovating product with weekly releases, constant new features and incremental optimisations 

  • An early position in a scaling international scale-up with strong growth plans

  • Be a part of solving some of the biggest challenges facing the global food tech market

Want to join our rocket ship? Apply now.



Equal Opportunities

We value strength from diversity, embracing our differences by working together within a safe and inclusive working environment. You are welcome at Deliverect for who you are, no matter where you come from or what you look like. Our workplace is for everyone. We are committed to treating everyone fairly and equally. If you need any support during our recruitment process, please get in touch talent@deliverect.com.

Apply today!

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