Every Tuesday afternoon, the newsletter is published here with the latest info for all hubs!
If you have any feedback/suggestions for the newsletter, please use this Link
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Your to-do's this week
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Summer-Gear is available now!
The season is changing and so is the rider gear ☀️ From now on, riders can order summer gear in the Workforce App in the tab “Equipment”.
The bundle includes:
a rain jacket
three t-shirts
When you have given the gear to the rider, make sure to select the rider in the Hub Portal (section “Equipment”, tab “Ordered”) and click “Mark as assigned”.
If the gear is not available for the rider to order, this means they have already requested the gear in the past or they have outstanding shifts left to complete to receive the gear.
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End of Day Ops Associates
Please fill out the file until tomorrow (16.4.25) EOD!.
Only count necessary Ops Associates ON TOP of OA+/SL
If only OA+ or SL at end of day is necessary please insert 0
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Promo CW16:
Please familiarise yourself with the file to be prepared for a higher demand for these SKUs!
Here you find the file detailing the products on promotion: Promos for Hubs
Key updates you can't miss
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Live Customer Feedback Dashboard - Go Live: 17.4.25
We are very excited to bring to you the latest addition to the Hub Portal, the Live Customer Feedback Dashboard! This will allow you to receive live feedback on:
👉 Post-Delivery issues - Wrong, damaged, or missing products.
👉 Cancelled Orders - Being notified of returning orders with products that need to be put back in the inventory.
👉 Rider Feedback - Positive and negative feedback to be addressed.
This live feedback will allow us to tackle issues straight away and take action.
Stay on Top of Issues
👉 Make sure to keep an eye on the dashboard - at least once per hour.
👉 Take action on the active issues, and mark them as resolved once done.
🔍 Please check out the detailed presentation: Here
📲 Please take a moment to give any feedback you have on the new dashboard via this form: Here
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New OA Onboarding - Go Live: 17.4.25
Another exciting update we have is the brand new OA Edume training Courses ready to roll out!
New Content: Revised & updated content with more relevant focus topics per role, with more detailed explanations.
New Format: New short video formats and interactive Quizzes to deepen the training content and get our new starters flying!
New Structure: Reworked the order of courses and split them into five courses instead of one to focus attention and improve retention for onboarders.
New Poster: Onboarding is only effective if new joiners get the right experience at the hub, so we have created a poster to help guide you.
👉 Please make sure everyone is aware of the new process and make sure to download and print the Onboarding poster: Here
👉 If you are finding you have new staff who can't see the trainings in Edume please use this form to let us know.
🔍 Please check out the detailed presentation for more information: Here
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Order Can’t Be Delivered - Reminder
We are still seeing some Riders & Hubs not following the correct process for when an order can’t be delivered. Please take a moment to re-read these slides and ensure everyone is aware of the correct process.
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Workforce Updates
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Escalation Process Reminder
Please ensure that escalations are created correctly and only for urgent requests and not escalate your own requests. Ticket IDs are mandatory when escalating a case. Additionally, please use the appropriate escalation form for WFS-related requests. This allows us to prioritize your request effectively. Using the general contact form for escalations may result in delays, as such requests will not be prioritized accordingly.
Kindly refrain from contacting team members privately, as this can slow down our response time for more urgent cases and create double work.
Unpaid Vacation Process Update Reminder
Effective April 1st, 2025, unpaid vacation requests can only be approved by Area Managers.
Please contact the relevant Area Manager regarding unpaid leave requests for Riders, Ops Associates, and Ops Associate Plus roles. The Area Manager will then submit the approval request to the Workforce Support team on your behalf.
Zendesk Numbers
Solved - 1212
Team | Number of Open tickets |
Workforce Support | 439 |
[Expected delays] - Conservative waiting time estimation for Employees
Please note that the weekend is included in all the numbers below:
Team | Conservative waiting time estimation/ First reply time |
Workforce Support | 1d 12hrs |
[Expected delays] - Conservative waiting time estimation for Hub Managers Escalations
Please note that the weekend is included in all the numbers below:
Team | Conservative waiting time estimation |
Workforce Support | 24h |
Shelf changes
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[1.0 + 3.0 Hubs] Shelf Changes
No 1.0 shelf change this week :)
Please try accessing the link using hub’s goflink account. Access requests using private mail addresses will be declined.
In the google drive folder you will find the G-sheet files for all the hubs that are affected in the shelf change.
Please only follow the ones that have exactly the same naming of your hubs and also be careful with following the same hub code while downloading the files.
Please find the file here
Some notes on the sheets:
The sheets are, as mentioned above, Hub specific. So only the sheet named with your hub code is valid for your hub.
"SKU" you can find the SKU which needs to be moved to another shelf space.
"oldShelf" - 4th column: If the cell is empty or has 999X, we just assigned this product to your Hub, so please just store it in the shelf mentioned in "new shelf".
"newShelf" - 5th column: If the cell is empty or has 999X, the product has been delisted in your hub.
if both "shelf" and "newShelf" have a shelf number, it's a normal shelf change.
The changes will go live tonight between 01 am and 07 am, please reorder the products tonight/ tomorrow morning.
If you have any questions, please feel free to reach out to Muhammad Al Zabir Rakin.
Thank you!
