Head of Workforce Management

Just Eat Takeaway.com; Houghton-le-Spring; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A global online food delivery platform is seeking a Head of Workforce Management in Houghton-le-Spring. This pivotal role involves leveraging advanced AI and operational strategies to enhance workforce efficiency and aligns with the company's vision. An experienced professional with over 5 years in Workforce Management and expertise in BPO is preferred. Join a dynamic team and help drive innovation while enjoying a hybrid work model.

Benefits

Supportive work culture

Career development opportunities

Flexible working conditions

Qualifications

• 5+ years in Workforce Management, with senior experience in complex organizations.
• Strong experience with BPO and in-house teams.
• Ability to generate clear demand forecasts and manage complex models.

Responsibilities

• Generate and communicate clear demand forecasts for all contact channels.
• Develop and manage complex planning models powered by AI.
• Analyze data to improve operational efficiency and performance.

Skills

Workforce Management

Machine Learning

Agentic AI

Data Analysis

Budget Management

Job description

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

Are you a highly curious and experienced Workforce Management professional with a passion for innovation? We're seeking a Head of Workforce Management to join our Delco Logistics team. The ideal candidate will have hands-on experience with both Machine Learning (ML) and Agentic AI, and a proven track record of effectively aligning people, processes, and technology to improve results.

In this pivotal role, you will be instrumental in achieving superior business outcomes. You'll leverage your deep expertise to blend traditional WFM methodologies with advanced AI to drive efficiency, enhance performance, and ensure our workforce is deployed effectively and cost-efficiently. If you are a strategic thinker who is ready to lead the future of workforce management, we want to hear from you.

The successful candidate will be based in one of our core operational hubs: London, Sunderland, Winnipeg or Toronto. These locations are essential to our operations, and you'll be joining existing teams in one of these key sites.

Location: Hybrid- 3 days a week from our London/Sunderland/Winnipeg/Toronto office & 2 days working from home

Reporting to: Director, Workforce Management

These are some of the key ingredients to the role:

• Strategic Forecasting: Generate and communicate clear demand forecasts for all contact channels, covering short, medium, and long-term resource planning. You will own and continuously improve the demand models for the multiple regions.

• Advanced Modeling: Develop and manage complex planning models, including those powered by traditional, machine learning, and AI engines.

• Performance Monitoring: Track all planning assumptions and actuals, proactively identifying deviations and taking action to realign.

• Operational Improvement: Analyze data trends to provide actionable feedback to operations, driving initiatives that improve efficiency and performance.

• Budget and Planning: Own the production of an improvement "Roadmap" that considers all factors influencing contact propensity, assisting with the annual budget process.

• Resource Scheduling: Oversee all scheduling activities, expertly balancing demand fulfillment with the retention and engagement of our advisors, both in-house and at our BPO partners.

• Workforce Accuracy: Implement and maintain robust processes for managing joiners and leavers to ensure internal plans are always accurate.

• Incident Support: Provide essential support to Operations teams during business continuity planning (BCP) and other incidents.

• Continuous Improvement: Proactively identify, recommend and implement options to improve efficiency and performance, driving best practices across all markets.

• Team Development: Manage the ongoing development of our workforce management professionals, focusing on employee satisfaction, upskilling, and career progression.

What will you bring to the table?

• A WFM background of 5+ years, with senior experience in comparable size/complexity organisations

• Must have strong knowledge of and experience working with BPO teams as well as in-house teams

• Comfortable working within matrix organisations and adept at handling conflicts and compromises that accompany central and decentralised models

• Skilled at gathering and analyzing data to create clear, executive-level reports, even when dealing with incomplete information or uncertainty

• Ability to work alone with minimum supervision and with others in a team environment under time pressure and on several tasks at the same time.

• Skilled in complex problem solving, critical thinking and decision making.

• Relationship building: excellent at forging connections with variety of stakeholders in order to deliver objectives

• Team work: ability to manage performance across a number of countries and timezones through motivated and empowered direct reports.

• Commercial & financial awareness: comfortable managing large budgets and good instincts around the broader JET commercial priorities.

• Cultural interest & awareness: able to flex style and methods to achieve goals regardless of stakeholder background & country. Good at recognising how to deliver global objectives with local nuance.

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 about celebrating every aspect of our JETers. Thanks to them we stay one step ahead of the competition.

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.

What else is cooking?

Want to know more about our JETers, culture or company? Have a look at ourcareer sitewhere you can find people's stories, blogs, podcasts and more JET morsels.

Are you ready to take your seat? Apply now!