 | Quinyx is the Workforce management (WFM) system we use in every market to manage our Hub employees schedules. Each Hub has its own space with its employees assigned and you as manager have access to view and make necessary adjustments to the scheduling (Guidelines for this are given further in this section). |
Important tasks to be done regularly
Hub Managers should always make sure to validate the punch-ins from the previous day from all employees. At the end of the week, all punch-ins should be validated. Please not that, after this period, you are not able to many any alterations to the schedules anymore. This is why it's important to respect the deadline for validating the punch-ins.
This can be done in the "Schedules" tab by going into the shifts and ticking the box next to the titles of the shifts.
Always make sure that the personal data of the employees is up-to-date. For example, if you notice that an employee that is no longer working with us but is still online, wrong contract and personal information, among other outdated, wrong or missing information, this should be reported to People Ops. This is fundamental to make the scheduling work correctly.
Schedules tab
Shift types
Rider, Ops Associates and Shift Leads are scheduled regularly automatically. The Hub Managers must make sure all the shifts are assigned, and if they notice that some are missing or haven't been assigned correctly, they can assign them manually. The following shifts are assigned manually based on demand:
Ops Co;
Onboarding shift;
Rider external.
Important:
Please note that every Shift Lead’s shift in Quinyx needs to be planned and punched in. The reasons are:
Transparent overview of who is responsible when in the hub and especially of who is present.
Clean documentation of the shifts to keep track of who is working in which Hub, so we can control core workflows and ensure good quality.
Note: in each shift, you can click to see complete information regarding the person who is taking the shift, the beginning and start of the shift and the type of shift it is. You are also able to validate the punch-in.
Fire safety assistant training scheduling hourly paid workers (OPS+)
To ensure proper payment for training time, shifts must be created for OPS+(Rider,Ops).
Please use the shift type "Special task" for this purpose;
Add the comment "Training" for each shift.
Filters
On the top, right-hand corner, you can use the filter button to customise your view in the schedule. You have options for filtering for employees, employee type (FT, PT, etc), shift types, absences, etc.
Important:
Please be aware that, by default, the filters work on an “OR” logic, so in case you want simultaneous filters, change the logic to “AND” in the gear button ⚙️. This means that, if you need to see only one certain type of shift, you need to pick the option "OR". If you want to see several, you need to adjust to "AND".
Availability and absences
Availability: Availability is the functionality in Quinyx through which the employees submit the days and times they are available to work. It is imperative to push employees to submit their availability, since the system’s Auto-assign function will only give out and match shifts if this has been provided. The “Availability” function is visible in the schedule in light green color, similar to a shift box.
Absences: Absences are processed by Workforce Support and requested by employees via the Quinyx app. There is no action required from your side, because when they are requested and approved, they will become visible in the schedule.
Important definitions:
Red means “not approved”/ black means “approved”. The most common absences that will be seen here are Vacation and Sick leave
Punches and Auto-assign
Punches: every Ops Associate and Rider needs to punch in and out of their shift. They must also punch out when taking a break and punch back in once the break is done (however, only in shifts that are over 6 hours).This is done via the web application in this link, where either you or the Hub account log in as Managers to enable the punching in and out. The punches will then be visible in the schedule, where you can use them to monitor whether the person made their punches or not. For more about Punch online, check this page.
Auto-assign: the auto-assign is the functionality that Quinyx has to automatically give open shifts to employees. This is supposed to be run by Hub Managers to give shifts to Riders and Ops Associates (picking) (currently they are the only ones configured in this feature). This can be found on the schedule tab. The Auto-assign feature will give shifts to employees according to their availability, contract type and number of signed-in hours per week.
Analytics
Analytics/charts: this functionality allows you to see the Hub employees, the forecasted headcount required for both Ops Associates and Riders, and the staff that was already scheduled in, in order to control the staffing levels (i.e. under and over-staffing levels). Bare in mind, the scheduled hours variable is directly affected by the filters from your filtered view. This means that, for example, if you filter for Rider shifts, you’ll only see the scheduled hours for Riders.
NOTE: The analytics is seen in the "Schedules" tab. On the top-right of the schedules, you can click on the analytics button in grey. The boards which will appear at the bottom of the schedules tab (see picture above).
People and Skills tab
People tab
In this section, you can see different details from employees, as well as being able to check their employment status and contract type. You are not allowed to make any changes to their information due to the system and legal compliance, so in case of discrepancies or you need further support, please reach out to your ROM or People Operations, since they can help with your inquiries.
Skills
The “skill” is what enables an employee to work a particular shift. The skill corresponds directly to their role, i.e., a Rider has a Rider skill and therefore can only do Rider shifts. You are also able to filter by skills and see all the employees that have that skill.
Quinyx support
Auto-assign: introduction
The auto-assign feature in Quinyx is a functionality designed to help automate the scheduling process. It enables us to automatically assign shifts to employees based on predefined criteria.
The auto-assign can consider various factors, such as:
Employee availability
Contractual hours
Performance, e.g, no-shows, UTR
It also aims to optimize staffing by matching the right employees to the right shifts, taking into account factors like minimizing costs, adhering to labor laws etc.
It's crucial that we execute the auto-assign after running the auto-schedule and before any manual assignment activities. Here are the reasons why we run auto-assign:
Why is auto-assign important for Flink?
Optimizes costs and efficiency:
Cost-efficient staffing: assigns employees who maximize operational efficiency and reduce labor costs.
Right match: automatically assigns the right employee to the right shift, ensuring operational efficiency.
Time-saving: reduces the manual effort and time spent on scheduling, allowing Hub Managers to focus on core business activities.
Enhances compliance:
Fair hours distribution: ensures no employee is overburdened by distributing hours equitably, adhering to labor laws.
Legal adherence: keeps scheduling within legal limits, avoiding penalties and legal risks.
Respects availability: honors individual availability, improving job satisfaction.
Improves employee performance and compliance:
Performance-based scheduling: prioritizes employees with reliable track records, enhancing overall productivity.
Performance accountability: employees who fail to show up for assigned shifts face consequences, such as being placed in a lower priority tier for future assignments, fostering a more reliable workforce.
Auto-assign calculation logic
Auto-assign assigns shifts according to the following inputs, in this specific order:
Submitted availability
Minimum contractual hours
Employee level cost per order (CPO):
Cost per hour
UTR
Penalisation for non-compliance
Below is the explanation of how Employee level cost per order (CPO) is calculated to give us the most cost efficient result when considering all factors:
Employee CPO = (CPH / UTR) * Penalty for non-compliance
CPO factors:
If Rider's Operational Hours > 20 hours:
Use the 4-week average operational UTR specific to the Rider.
Consider the Rider-specific Cost per Hour (CPH).
If Rider's Operational Hours < 20 Hours:
Use the 4-week hub average operational UTR.
Apply the Rider-specific CPH.
Penalty for non-compliance:
No-show penalty: if a Rider has 1 or more no-shows (missing punch(es)) in the previous 2 weeks, they are moved to the lowest prioritization category for the following 2 weeks' assignments i.e. >= 6.1 CPO category and has the lowest assignment score.
Example: below, you can see how the employee moves from the 1st category to the last category after incorporating the impact of no-show:
Weekly timeline for scheduling and auto-assign execution
This timeline lays out when and how auto-assign should be run during the week to manage schedules effectively. Note that it's subject to changes, specially around national holidays and events:
Tuesday
Coverage: 80% of the following week's full schedule.
Action: execute auto-assign for the above.
It's important for all employees to have all availability in on Monday for the following week in order to be considered in the assignment.
Thursday
Coverage: 100% of the schedule for the following Monday through Thursday period.
Action: execute auto-assign for above.
Monday (same planning week)
Coverage: 100% of the schedule for the current week's Friday through Sunday period.
Action: execute auto-assign for the above.
Hub staff Scheduling Process
The Hub staff is currently scheduled with base on a contingent given to each Hub Manager. This is the amount of hours they should schedule on a weekly basis, which consist of Hub Ops and Picking hours combined, to guarantee efficient operations. In this regard:
Picking scheduling follows the same timelines and processes as Rider scheduling. This means that Picking scheduling is done as well via Auto-schedule (based on the Picking forecast).
Ops Associates (inventory) should be scheduled after the Picking auto-scheduling has run, in order to schedule the hour gap between the contingent and the Picking hours. This should be allocated according to the supplier arrival times, to guarantee that the employees are available when the inbounding is needed.
Shift Lead Scheduling Process
Hub Managers have the freedom to staff their Shift Leads as seems best and on arrangement with them. However, the general guidelines are:
Leverage base-schedules to guarantee there is a Shift Lead on site 1 hour before the opening of the Hub (opening to customers) and another one 30 minutes to 1 hour after closing time;
Arrange with the Shift leads in advance their working days and times and distribute them fairly across them (i.e distribute evening shifts and weekend shifts in order for all to work in these times described above).
Issue resolution depending on nature of the issue and access rights
Hub Managers: adjust schedules
People Team: adjust absences and employee data
Central Ops Team: adjust settings and configurations
Anything website-related that cannot be solved by any of these teams should be discussed with Quinyx itself.
Restrictions
Hub Managers should not make any edits to the schedules created by the Regional Manager using auto-schedule, unless it is discussed with them in advance after they have discussed it with the Central Team themselves.
Hub Managers should use auto-assign for the assignment of shifts to guarantee that diligent employees who submit availability are prioritized as well.
If an employee does not show up, the shift should not be deleted nor reassigned.
All employees have flexibility in scheduling. Every few weeks, a questionnaire is send out where they give their maximum availability to work. That info then goes into auto-assign so they can be assigned their desired hours.
Quinyx scheduling how-to's
Assigning and attesting shifts
Step 1 - Pick up shift;
Step 2 - Go to person you want to assign;
Step 3 - Click on move;
Step 4 - Ensure person punches in and out;
Step 5 - Attest the punch.
Booking no-shows
Step 1 - Select a shift
Step 2 - Pick the shift by pressing the green hand on the right, and then press the "duplicate" button at the bottom
Step 3 - Add project code 'Shift to be refilled' to the new unassigned shift
Booking sick days requested in advance via Quinyx
Step 1 - Find the sick day request submitted;
Step 2 - Check shift attached to sick day(s);
Step 3 - Approve sick day request.
Note:
Employees can request sick days in advance only via Quinyx;
You can only process a sick day request if there is a shift assigned;
You need to ensure there is an overlap between the absence and shift so the person gets paid.
Booking sick days last minute
Step 1 - Check that a shift exists;
Step 2 - Add absence to shift;
Step 3 - Record sick day;
Step 4 - Delete Shift;
Step 5 - Click on ‘Save’.
Important:
Employees calling in sick 1 hour before shift starts, should always be recorded as a sick day (not a no show).
Assigning external employees into shifts
External Riders/Ops Associate
Step 1 - Click on a unassigned shift;
Step 2 - Adjust shift to External Rider/Ops Associate shift;
Step 3 - Click on ‘more options’;
Step 3 - Fill in the Project code; (important for us to be able to reconcile YoungOnes vs. LevelWorks hours)
Step 4 - Assign the external rider account to the external shift. If the external has no Quinyx shift; write the name of the external Rider/OA in ‘comment’;
Step 5 - Click on save.
Important:
Assigning external employees into shifts is important for accurate representation of staffing utilization rate (UTR).
YoungOnes shifts: SOP
Intro
This SOP will cover (1) Shift Opening Timelines, (2) Pricing, (3) Quinyx Management and (4) tips and tricks for when shifts are posted on YoungOnes. Filling shifts is a critical part of ensuring we are able to run smooth operations. While ideally we fill the majority of shifts internally, when we expect to have gaps, leveraging YoungOnes in the most effective way becomes essential.
Data on YoungOnes shift posting and performance (last four weeks) can be found here: YoungOnes Data Overview [For Hubs]
Shift opening timelines
Internal staff and riders always have priority for all shifts. To best fill any remaining shifts, we want to ensure we are posting external gigs that we have a reasonable chance of needing well in advance in order to get sufficient reactions prior to the shift and know which freelancers are available at those times.
Open external shifts a minimum of 2 days before the start date.
Review the schedule after it's posted to identify shifts that may benefit from external freelancers and open them more in advance.
You may open shifts further in advance if you anticipate an increase in no-shows or sick leaves.
But do not make this practice standard; opening too many shifts and then not accepting the external freelancers is detrimental to the algorithm.
Pricing
Our approach to pricing on YoungOnes seeks to enable us to fill shifts at the lowest possible rate, following these principles:
Post in Advance: Use a low Standard Rate according to historic reaction rates per hub.
Increase Rate Last Minute: Only move to an Increased Rate within the last 24 hours before the shift. This gives the maximum opportunity for reactions at the Standard Rate.
Set a Hard Cap: Use a Maximum Acceptable Rate to avoid Riders taking advantage of our need for shifts (we do not want to set an expectation that we will accept very high rates).
Rate | Amsterdam Hubs | Hubs with GOOD Reaction Rates |
Hubs with POOR Reaction Rates
(L4W reaction rate LESS than 70%)
|
Hubs with VERY POOR Reaction Rates
(L4W reaction rate LESS than 40%)
|
Standard Rate when posting shift | €15.50 | €15.50 | €15.50 | €16.00 |
Increased Rate if no reactions <24 hours from shift | €16.50 | €17.50 | €19.00 | €19.00 |
Max Acceptable Rate if no other options to prevent fill rate issues | €17.50 | €19.00 | €19.00 | €19.00 |
⚠️ Important: Exceptions and Alignment
If you need to make an exception or deviation (like offering a different hourly rate), please follow these two quick steps:
Get Approval: First, please check with your city manager and get their agreement.
Inform Pieter: Once approved, please let Pieter van Tongeren know about the exception. This is a crucial step so he can accept the red flag messages from YO and ensure the external gets paid correctly (otherwise, they won't be paid out).
Cluster Alignment Additionally, you must always align with the other hubs in your cluster to ensure you are not competing against each other for freelancers.
Data on YoungOnes reaction rates can be found in COLUMN Z here: YoungOnes Data Overview [For Hubs]
Managing Quinyx
It is incredibly important that we accurately reflect actual external hours worked in Quinyx. This is critical for both our payments reconciliation processes as well as the accurate representation of staffing and UTRs so that we can continuously improve the accuracy of our planning.
Assigning externals for Quinyx schedules
Step 1 - Click on an unassigned shift;
Step 2 - Adjust shift to External Rider shift;
Step 3 - Click on ‘more options’;
Step 3 - Fill in the Project code; (important for us to be able to reconcile YoungOnes vs. LevelWorks hours)
Step 4 - Write the name of the external Rider/OA in ‘comment’;
Step 5 - Click on save.
Adjustment of Quinyx following completion of shift
Use printed out daily schedule from Quinyx to track exact start and finish times + break times
When checkout is done, check input hours from YoungOnes to Daily Routine or printed sheet
Change working times exactly to what we are accepting in Quinyx
Remove or add break times, exact to the minute
=
Tips/tricks
If you can’t get a shift filled, you can contact YoungOnes support, or you can message Mirk From YoungOnes directly and ask them to send a push notification. This notification will be sent in the YoungOnes app to the externals.
This is only possible if the hourly rate is more than 17,00
Favorites pool
When you have a YO rider who who is working well, make sure to add them to the “favourites pool” seen in the image below
3. Once you have selected a freelancer for a gig, you can select reserves to make sure your gig gets filled, even when your first choice cancels, or you can add the reserves to the gig, in case you need more freelancers. More information about reserves can be found here.
Waiting days
Step 1 - Check that a shift exists;
Step 2 - Add absence to shift;
Step 3 - Record Waiting day;
Step 4 - Delete Shift;
Step 5 - Click on ‘Save’.
Important:
Employees that are on the new CLA have 2 waiting days after being sick 1 day in the past 6 months, starting from 01-07-2022. Employees that are on the old CLA have 1 waiting day after being sick 1 day in the past 12 months, starting from 01-07-2022.
Booking paid holidays
Step 1 - Find holiday request submitted;
Step 2 - Check that shift is attached to holiday;
Step 3 - Delete shift;
Step 4 - Approve holiday request.
Important:
Ensure that there is an overlap between the absence and shift so the person gets paid. The number of paid holidays that someone can take depends on the number of hours he/she/they worked.
Training Time
Step 1 - Add shift 'onboarding';
Step 2 - Enter the amount of time required;
Step 3 - Enter in comments the training name;
Step 4 - Assign shift to employee;
Step 5 - Attest shift once training is complete.
Rules to scheduling underage riders (less than 18 years old)
Schedule them no later than 11pm;
Not more than 9 hours per day;
Not more than 45 hours per week;
At least 12 hours rest between two shifts within 24 hours;
If a shift is 4.5 hours long, they should have at least a 30min break.
Staffing Checks Process Steps
To see if you have planned enough staff and check performance delivery you can use the following checks and dashboard.
Rider hours planned vs filled rider hours
In Quinyx
Step 1 - Go do your scheduling dashboard in Quinyx;
Step 2 - Press the settings button on the top-right;
Step 3 - Select rider & rider external shifts;
Step 4 - Press the graph button on the top-right. Make sure it is crossed through. A bar should appear at the bottom of your screen;
Step 5 - Select the hub employees tab on the bottom-left of your screen;
Step 6 - Press the setting button - fourth button on the bottom-right of your screen;
Step 7 - Select Riders needed and Scheduled hours excl. Absence;
Step 8 - Press save;
Step 9 - Select chart view;
Step 10 - A day-to-day view will appear of what has been planned vs filled;
Step 11 - If your hub is overstaffed, the schedule hours excluding absences will be bigger than the graph for riders needed and you should cancel scheduled shifts.
Ops Associate Hours planned vs Filled Ops Associate hours
In Quinyx
Step 1 - Go do your scheduling dashboard in Quinyx;
Step 2 - Press the settings button -> top right;
Step 3 - Select Ops Assiciate & Ops Associate external shifts;
Step 4 - Press the graph button -> top right. Make sure it is crossed through and a bar should appear in the bottom of your screen;
Step 5 - Select the hub employees tab in the bottom left of your screen;
Step 6 - Press the setting button, fourth button on the bottom right of your screen;
Step 7 - Select Ops Associate needed and Scheduled hours excl. Absence;
Step 8 - Press save and select chart view;
Step 9 - A day to day view will appear of what has been planned vs filled;
Step 10 - If your hub is overstaffed the schedule hours exclu. Absence will be bigger than the Ops Associate needed graph and you should cancel scheduled shifts.
Important:
If autoschedule has run on tuesday for the upcoming week, there should be no overstaffing possible unless shifts have been manually added / Base schedule has run over autoschedule. Both should not be done.
Performance delivery
Please use the following dashboards in looker to check your performance on delivery on a weekly basis and daily basis:
Hubs KPI, send out daily by Lucy Kramer;
Hub Performance weekly by Lucy Kramer.
Important:
Your City Manager has access to all of these dashboard, please ask them to share it with you.
Escalations
When and who to escalate to.
Workforce planning
Hub Manager -> City Manager -> (Optional Region Manager) -> Workforce team (Bilal Abbassi/Allard van Logchem)
(E.G. I feel like i have too many Riders)
Workforce Recruitment
Hub Manager -> City Manager -> Recruitment team (Alex Tarry)
(E.G. I cannot fill the schedule with current Riders)
Workforce Hub operations
Hub Manager -> City Manager/Region Manager -> Hub operations (Tim Dekkers/Kevin van der Knaap)
(E.G. Air conditioning not working in the hub)
Workforce Support
Shift Lead/Hub Manager -> Zendesk ticket -> Rider care team (Daan van Schagen)
(E.G. Termination of an employee, no-show warnings)
External Rider issues
Shift Lead/Hub Manager -> City Manager -> Rider care team (Daan van Schagen) (E.G. I need access to temper accounts)
FAQ
Why is this tool important?
So all the schedules can be planned out in an efficient manner
So the scheduling runs smoothly and in an orderly manner
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