Ready for a challenge?
Then Just Eat Takeaway.com might be the place for you. We’re a leading global online food delivery platform, and our vision is to empower everyday convenience.
Whether it’s a Friday-night feast, a post-gym poke bowl, or grabbing some groceries, our tech platform connects tens of millions of customers with hundreds of thousands of restaurant, grocery, and convenience partners across the globe.
About this role
Real Time Analysts are key members of the WFM team, responsible in real time for optimising contact centre performance across the hours of operation to balance meeting demand to deliver on contact centre KPIs with employee engagement factors that will contribute to higher tenured staff who are more engaged with the business.
Ahead of the operating day, you will work with operations, technology, and other planning teams to establish and maintain your real-time toolkit, refining in advance what levers you can pull and to what extent under what conditions.
In real time, through monitoring all demand and supply activity, the RTA demonstrates knowledge and exhibits strong decision-making skills in executing real-time action plans. You are analytical and can decide and communicate quickly and effectively within the approved scope of real-time operations.
You will build solid relationships with our internal cross-functional team, including planning and operations, but also with technology to deliver real-time support during times of platform outage or other technology incidents.
These are some key ingredients to the role:
Ensures adherence to agent schedules
Inputs intraday corrections and exceptions into systems for agent time off and absences
Monitors inbound volume for unusual activity to ensure staffing needs are met.
Recognize abnormal scheduling issues and escalate as necessary.
Initiated and coordinated trouble tickets and escalated issues as required.
Prepares standard and ad hoc reports for agent availability effectiveness.
Monitors and resolves agent availability concerns via face-to-face communications, phones, and messaging applications with Supervisors and command centres where applicable.
Be an ambassador for the centralized WFM function for Real Time Management.
Help develop WFM staff to enhance performance delivery, meet KPI obligations and maximize staff retention.
Acts as Primary point of contact during contact centre issues and managing through playbook or business continuity plans.
What will you bring to the table?
Proficient in resource scheduling/intraday management applications, in particular, Teleopti
Ability to multitask and meet timelines on deliverables
Proficient in Microsoft Office or Google Docs
Detail-oriented and accurate in execution
Good analytical, numerical and problem-solving skills - balanced with empathy and the ability to make multi-dimensional decisions
Ability to respond quickly and logically in a fast-paced environment, making accurate decisions under pressure
Strong team building and leadership skills, including strong logical thought processes.
Excellent written and verbal communication skills required to interact with internal stakeholders and client representatives.
Ability to extract, manipulate and present data from WFM application/manual platform.
Ability to re-prioritise, delegate and set expectations to internal customer satisfaction.
Ability to manage intraday activities on volume, KPI and productivity in both a front and back office-operating environment.
Ability to conduct a full root-cause analysis on operational performance, with the ability to turn findings into a robust improvement plan
Ability to work independently with minimal supervision, meeting multiple deadlines in a high-pressure environment.
Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
At JET, this is on the menu:
Our teams forge connections internally and work with some of the best-known brands on the planet, giving us truly international impact in a dynamic environment.
Fun, fast-paced and supportive, the JET culture is about movement, growth and celebrating every aspect of our JETers. Thanks to them, we stay one step ahead of the competition.
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Inclusion, Diversity & Belonging
No matter who you are, what you look like, who you love, or where you are from, you can find your place at Just Eat Takeaway.com. We’re committed to creating an inclusive culture, encouraging diversity of people and thinking, in which all employees feel they truly belong and can bring their most colourful selves to work every day.
Are you ready to take your seat? Apply now!
