Manager Workforce

2 weeks ago

Cairo, Cairo, Egypt Talabat Full time

When you think of food delivery in the MENA region, we'd be pretty surprised if talabat didn't pop into your mind first Since delivering our first order in Kuwait in 2004, we've grown quite a lot over the past 17 years.

Today, we deliver hundreds of millions of food orders, grocery items and other products per year, to our customers in nine countries throughout the region with more than 3,000+ employees Our food delivery business works with over 27,000 brands and almost 50,000 branches, while our q-commerce concept, talabat mart, now delivers groceries to customers in Bahrain, Egypt, Jordan, Kuwait, Oman Qatar, and the UAE in 30 minutes or less


Our philosophy is to make sure we do what is right for our ecosystem - our customers, our partners, our people, our riders, and the communities in which we operate.

Our #techforgood program allows our customers a safe and convenient way to contribute to important causes in their community through donating to local and international charities directly on talabat with a focus on food insecurity in the region.

Since its inception in 2020, we have facilitated the donation of well over 1 million meals to those in need, as well as donated over $1.5 million to charity with the help of our partners and customers.

talabat is part of Delivery Hero, the global leader in online food delivery and q-commerce.

Role Summary

Workforce Manager is the SSC's mastermind behind our targeted highest efficiency, productivity & SL%

achievement.

The role is controlling the achievement of all SSC's teams SLAs E2E. starting from determining the needed HC of

each Line, based on provided forecast & historical data. Extending to defining scheduling patterns. Ending with

ensuring the fulfillment of all set plans and schedules, to achieve targeted efficiency & effectiveness.

What's On Your Plate?

  • Leading talabat workforce functions including but not limited to the forecasting, scheduling, real time
management, and budgeting.

  • Challenging and signing off the required headcount to absorb the forecasted volumes based on the historical data
for both inhouse and BPOs.

  • Set the strategy of tracking and improving the realtime management and efficiency metrics across the BPOs and
talabat Inhouse teams to ensure service level achievement.

  • Ensure cost efficiency and service level achievement through proper staffing distribution to the customer &
partner care teams across.

  • Track and identify the cost efficiency opportunities historically and set the required strategy and action plan to
reduce cost and or increase cost efficiency.

  • Keep track of the contact rate and constantly being updated with the marketing offers, promotions, and overall
talabat seasonality to ensure proper absorption to the expected volumes.

  • Conducting frequent meetings with the BPOs WFM and Ops teams to validate and approve the invoice.
  • Support the operations and training teams with the suggestions needed to reduce the contact rate and or
enhancing the efficiency metrics.

  • Work according to talabat values (Make it happen, experience first, and together we grow)
  • Collaboratively work with talabat internal teams including but not limited to Operations, Quality, Training,
Finance, etc whenever needed.

  • Deliver consistent structured feedback to the workforce leads inhouse and in BPOs aiming to build loyalty,
support growth mind-set, and encourage everyone to think out of the box.

  • Managing the WFM scheduling team of analysists and their supervisors.
  • Reviewing calculated HC needs based on countries submitted orders forecasting and historical contact
rates/workloads, productivity & utilization

  • Overlooking shifts patterns and distribution across the day, week and month level based on historical data and
current business updates expected impact/change

  • Finding the best shifts/workload optimization ever across all contracted outsourcing sites to ensure a win win
situation. Where talabat's business SLAs are maintained at targets, while partners are financially satisfied and

secured as possible.

  • Determining the best shifts and workload load balancing between outsourcing sites, to ensure talabat's SLAs
safety around the clock, despite any possible outage/shortage at any of outsourcing sites.

  • Planning yearly HC needs (in house & outsourced) with the readiness to revise submitted plans either quarterly,
or on spot according to business updates and swings

  • Managing internal hiring activities with People Operations, Talent Acquisition & Training functions to ensure safe
landing of needed HC on time according to planned needs without shortage or delays.

  • Setting quick recovery plans in case of any deficit at any site (in house Or outsourced) that might happen as a
result to any shortage in planned HC or as a result of any none forecasted business updates.

  • Managing the relationship with outsourcing sites WFM teams and ensure stable healthy relationship with all
required plans and

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