SMB Workforce Planning Manager

Deliveroo UK

Location: Greater Manchester

Job Type: Full time


The Small Medium Business (SMB) teams are responsible for Deliveroo's relationships with thousands of independent restaurant and retail partners that operate on the Deliveroo marketplace in a number of markets across Europe, ensuring that they continue to grow and operate efficiently. The SMB team spans the full life-cycle of partner interactions from initial acquisition, on-boarding, reactive support and proactive account management. We do this through our in-house contact centre based in Manchester and in collaboration with our third-party contact centre providers.

As our Workforce Planning Manager, you will be responsible for ensuring our European and UKI call centre operations run smoothly. You will work with the Heads of function and our HR teams to ensure the operation has the right amount of people who have the right skills to deliver against our company goals. You will be responsible for identifying the right working patterns including looking for innovative solutions on resourcing models to drive efficiencies whilst still delivering a high level of service to our restaurant partners.

What you'll be doing

  • Maintain staffing records against organisational structures, ensuring relevant actions are taken to ensure operations are fully staffed against headcount plans
  • Develop and maintain methods for analysing all factors relevant to workforce planning; produce required forecasts and reports, highlighting and anticipating issues and opportunities for relevant stakeholders
  • Supporting the day-to-day Contact Centre operations ensuring the teams are set up for success by supporting design and implement relevant forecasting models
  • Assisting and supporting Team Leads with driving accountability of workforce management adherence tools, focused on driving efficiencies in a live call centre environment
  • Provides accurate and timely reports on a daily, monthly and quarterly basis sharing key insights with the leadership team around potential resource improvements or future risks identified
  • Provide HR and Recruitment Business Partners with monthly workforce data for the relevant business areas to enable effective recruitment and people management practices
  • Maintain knowledge of best practice and developments in workforce planning, so that solutions can be recommended to maximise productivity

What we're looking for:

This is an analytical role which will require an individual that can be perceptive in their approach whilst taking a logical stance on action planning. The candidate will be working across a number of markets and therefore being able to speak either/both French and Italian would be preferred for this role. The candidate will be someone who sets and maintains high verbal communication standards, as well as someone who is comfortable in influencing middle management to drive tangible actions across a large operation. The successful candidate will have a keen eye for detail and will be someone who is confident in taking ownership of performance plans.

The required skills include:

  • A successful track record in workforce planning in a large contact centre operation.
  • Experience of managing information in a fast moving environment where there is a requirement to identify problems quickly and implement well considered solutions
  • Sound understanding of WFM models including forecasting and risk management
  • Exceptional stakeholder management, with resilience & maturity to face challenges from senior members of the business & deliver a positive outcome

Why Deliveroo?

Our mission is to be the definitive food company. We are transforming the way the world eats by making food more convenient and accessible. We give people the opportunity to eat what they want, 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, seeking 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.


We operate a hybrid approach to our working location, this role will be expected to be on site in our Manchester office 3 days a week.

Workplace & Diversity

At Deliveroo we know that people are the heart of the business and we prioritise their welfare. We offer a wide range of competitive benefits in areas including health, family, finance, community, convenience, growth, time away and relocation.

We believe a great workplace is one that represents the world we live in and how beautifully diverse it can be. That means we have no judgement when it comes to any one of the things that make you who you are - your gender, race, sexuality, religion or a secret aversion to coriander. All you need is a passion for (most) food and a desire to be part of one of the fastest growing startups in an incredibly exciting space.

You’ve got this!