Key updates you can't miss
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Stacks improvements to reduce delays š
We've heard your feedback about stacks (or order combinations) changing during the picking process, which sometimes caused delays when not enough Ops Associates (OAs) were available. Previously, picked orders could sit on shelves for long periods if their combinations changed and couldn't be completed.
Good news: we've optimized the system! As of last week, the system now locks stacks when there's a shortage of OAs. This prevents any changes mid-picking, ensuring you can complete the process smoothly and reduce delivery wait times.
š If you have any questions, contact us on #tech-hub-service-de (all how-toās here)
Reminder: Zenjob account creation š±
With the return of Zenjobers, we noticed there were some questions around account creation.
Hereās all you need to know:
Shift Leads (SL), Ops Associate Plus (OA+) and Hub Managers (HM) can create External Rider accounts on the WF dashboard in the Hub Portal themselves.
How to create an External Rider account:
Log into the Hub Portal with your SL/OA+/HM account.
Go to the WF tab and on the right side of the All employees table, click Create external rider.
Fill in all the required information from the External Rider and click Create external rider.
Important:
Creating an account may not be possible if the employee has previously worked as external or internal staff and their email or phone number is already in the system. In this case:
Search the employee by email or phone number in the WF section. You will also be able to find external employees who last worked at other hubs.
If you find an external account and he is assigned to another hub, change the hub to your current hub in their employee file.
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If the employee has issues accessing the account, change the email or phone number as needed.
If you canāt find any previous external account or still get an error message, contact TechOps via #tech-hub-service-de, so they can remove the information and you can create a new account.
Hereās a quick reminder of what else you can do regarding employee accounts in general:
Unblock employee accounts: when someoneās account is blocked, unblock it under the Employee file > Actions.
Change the current hub of an external employee: you can change the hub where external employees are currently working at to another hub under the Employee file > Account settings.
Set the Rider as Temporarily offline: you can set a Rider to Temporarily offline (meaning they wonāt be fully offline) under the Employee file > Actions.
Change the employeeās email or phone number: you can change the email and phone number of an employee under the Employee file > Account settings.
Send password-reset links to their email address: allow employees to change their password under the Employee file > Account settings > Reset password.
Set a one-time password for the employee to login: in case they donāt receive the password-reset email, go to the Employee file > Account settings > Generate password and give the password on the pop-up to the employee.
You donāt need to depend on TechOps for these processes - most of them can be managed by you. However, if you need permissions or encounter any other issues, write us on #tech-hub-service-de.
š©āš« Read more about this process here
š©āš« Read more about the WF tab in Hub Portal here
š For any other questions, contact us on #tech-hub-service-de (all how-toās here)
Slack now on the Zebras: how to log in š²
Slack is now available on the Zebras. Watch the video to see how to log in:
Upcoming for you
Rider calls improvements in Workforce app š“āāļø
Starting this week for Android users, and next week for all Riders, the Workforce app will show a prompt to confirm if the phone number in the Ridersā profile is updated, and to change it if not.
The pop-up will appear when Riders arenāt in a working state, and will appear every 30 days after the last update to the phone number.
Weāve implemented this change to ensure Riders can call the customers successfully, as this is only possible with the correct phone number in the app. If the number in the profile doesnāt match the one used to call the customer, the call will fail.
With this improvement, we aim to reduce the time spent on finding the customer (or failing to do so) and potentially contacting the hub for further assistance.
Weekly insights
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Delays in reply time from Workforce Support Team š±
Given planned/unplanned absences, we are experiencing an increase in reply time this week.
As such, please limit escalations. We are working on solving tickets, especially payroll tickets, as fast as we can with our current resources. Please use the correct forms for escalations, so the responsible team gets to your request on time. Donāt forget to submit the ticket IDs as well.
We also kindly ask you to remind employees to not open multiple tickets and to choose the most suitable option in the contact form, so their issues can be solved quicker.
Zendesk numbers š§®
Solved: 1670 š„³
Team | Number of open tickets |
SSC - Workforce Support | 353 |
SSC - People Services | 192 |
Expected delays: conservative waiting time estimation for employees š
Please note that the weekend is included in all the numbers below:
Team | Conservative waiting time estimation |
SSC - Workforce Support | 1d 1h |
SSC - People Services | 2d 10h |
Expected delays: conservative waiting time estimation for Hub Managersā escalations š
Please note that the weekend is included in all the numbers below:
Team | Conservative waiting time estimation |
SSC - Workforce Support | 24h |
SSC - People Services | 24h |
Shelf Changes
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1.0 HUBS
IMPORTANT: The shelf change is valid only for the hubs in the old hub setup.
You can find the shelf changes here.
The changes will go live tonight between 01am and 7am, please reorder the products tonight/ tomorrow morning.
Please feel free to reach out to @space_planning for further questions. Many Thanks!
Please try accessing the link using hub's goflink account. Access request using private mail address will be declined.
2.0 HUBS
IMPORTANT: The shelf Change is only Valid for the Hubs that are in hub 2.0 setup.
In the google drive folder you will find the G sheet files for all the hubs that are affected in the shelf changing. 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 {LINK}
Some notes on the sheets:
the sheets are, as mentioned above, Hub specific. So only the sheet named with your hub code counts;
"SKU" you can find a the SKU which needs to be moved to another shelf space;
"oldShelf" - 4th column: If the cell is empty, 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, you can get rid of the product (same process like delisting);
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 contact @space_planning.
Thank you!
Please try accessing the link using hub's goflink account. Access request using private mail address will be declined.
3.0 HUBS
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IMPORTANT: The shelf Change is only Valid for the Hubs that are in hub 3.0 setup.
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 {LINK}
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 a the SKU which needs to be moved to another shelf space;
"shelf" - 3rd column: If the cell is empty, 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, you can get rid of the product (same process like delisting);
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 contact feel free to reach out to Muhammad Al Zabir Rakin.
Thank you!
Please try accessing the link using hub's goflink account. Access request using private mail address will be declined.