Assistant Manager WFM & RTM

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:
WFM & RTM lead 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?
* Managing the WFM scheduling team of analysts and their supervisors.
* Reviewing calculated HC needs based on countries submitted orders forecasting and historical contact rates/workloads, productivity & utilization
* Challenging HC calculations logic and concepts to ensure best teams HC coverage within lowest waste possible at the highest efficiency.
* 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 the 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 the 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 of any shortage in planned HC or as a result of any none forecasted business updates.
* Managing the relationship with outsourcing sites WFM teams and ensuring a stable healthy relationship with all required plans and reports submitted, fulfilled and worked perfectly on time.
* Leads real-time Management teams across all Line, train them properly, select best calibers, and set the proper process of looking at real-time metrics and managing speed KPIs and productivity in real-time with minimal loss and impact on SLAs
* Ensure real-time Management team is acting as a real Mission Control Center within highest agility, controlling all service sites and managing their productivity and efficiency at the highest levels.
* Create real-time emergency cases process to be applied within times of unplanned outages or spikes, and leads the safest landing of Talabat's business SLAs across all managed sites
* Manages the relationship between SSC's WFM & DH's global teams
* Manages the implementation of all DH's WFM tools and ensure SSC's compliance
* Acts as a point of escalations and takes needed responsibilities in any communication between SSC's WFM & all outsourcing sites planning & WFM teams. And ensures speed & safe resolution of any issue without any impact on Talabat's business.
What did we order?
* A university graduate.
* ‎5 years' experience within managing contact centers operations & planning.
* Remote sites management exposure.
* Multiple sites management experiences.
* Perfect reporting & planning mindset.
* Project management experience.
* Decision-maker.
* Eagle eye, with the highest attention to tiniest details.
* A very good communicator.
* Perfect business writing skills.
* A highly qualified coach.
* Objective mindset, thinking, speaking, and breathing numbers. With the ability to convert numbers into status updates with root cause identification and needed solutions.
* Experience with Talabat's business model.
* Very good English speaker, not less than B1+ - B2.