Head of Workforce Management

Just Eat Takeaway.com; London; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading global delivery service in London is seeking a Head of Workforce Management. The ideal candidate will have over 5 years of experience, especially in aligning technology and workforce strategies. Responsibilities include forecasting demands, performance monitoring, and operational improvements, with a focus on integrating machine learning for efficiency. A hybrid work model is offered, allowing 3 days in the office and 2 days from home.

Qualifications

• 5+ years in Workforce Management with senior experience.
• Comfortable within matrix organizations managing conflicts.
• Ability to work independently and in teams under pressure.

Responsibilities

• Generate and communicate demand forecasts for all channels.
• Develop complex planning models with AI and machine learning.
• Track planning assumptions and take corrective actions.
• Analyze data trends for actionable insights.
• Oversee scheduling activities balancing demand fulfillment.

Skills

Data analysis and reporting

Strong knowledge of BPO

Problem-solving skills

Relationship-building skills

Financial awareness

Job description

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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

Key responsibilities include:

1. Strategic Forecasting: Generate and communicate clear demand forecasts for all contact channels, covering short, medium, and long-term resource planning. Own and continuously improve the demand models for the regions.
2. Advanced Modeling: Develop and manage complex planning models, including those powered by traditional, machine learning, and AI engines.
3. Performance Monitoring: Track planning assumptions and actuals, proactively identify deviations, and take corrective actions.
4. Operational Improvement: Analyze data trends to provide actionable insights, driving initiatives to improve efficiency and performance.
5. Budget and Planning: Own the production of an improvement 'Roadmap' considering factors influencing contact propensity, aiding in the annual budget process.
6. Resource Scheduling: Oversee scheduling activities, balancing demand fulfillment with advisor retention and engagement, both in-house and at BPO partners.
7. Workforce Accuracy: Manage processes for joiners and leavers to ensure internal plans are accurate.
8. Incident Support: Support Operations during business continuity planning and incidents.
9. Continuous Improvement: Identify and implement efficiency and performance enhancements, promoting best practices globally.
10. Team Development: Lead the development of workforce management professionals, focusing on satisfaction, upskilling, and career growth.

What you bring:

• 5+ years in Workforce Management, with senior experience in similar organizations
• Strong knowledge of and experience with BPO and in-house teams
• Comfort working within matrix organizations, managing conflicts and compromises
• Skilled in data analysis and reporting, even with incomplete information
• Ability to work independently and in teams under pressure
• Excellent problem-solving, critical thinking, and decision-making skills
• Relationship-building skills with diverse stakeholders
• Experience managing performance across countries and time zones
• Financial and commercial awareness, managing large budgets
• Cultural awareness and adaptability to achieve global objectives locally

At JET, this is on the menu:

Our teams build internal connections and collaborate with top global brands, creating an international impact in a dynamic environment.

Fun, fast-paced, and supportive, the JET culture emphasizes movement, growth, and celebrating our team members. Thanks to them, we stay ahead of the competition.