Workforce Management Specialist

Company Description

Wolt is a Helsinki-based technology company that provides an online platform for consumers, merchants and couriers. It connects people looking to order food and other goods with people interested in selling and delivering them. To enable this, Wolt develops a wide range of technologies from local logistics to retail software and financial solutions – as well as operating its own grocery stores under the Wolt Market brand. Wolt’s products include Wolt+ (subscription service for customers), Wolt for Work (meal benefits and office deliveries for companies), Wolt Drive (fast last-mile deliveries for merchants) and Wolt Self-Delivery (service for merchant partners with their own delivery staff). Wolt’s mission is to make cities better by empowering and growing local communities. Wolt was founded in 2014 and joined forces with DoorDash in 2022. DoorDash operates in 29 countries today, 25 of which are with the Wolt product and brand.

So, why work at Wolt?

At Wolt, we’re about getting things done.

You’ll probably enjoy it here if you like taking ownership, developing yourself and being around friendly, humble and ambitious people.

We work hard to make cities into better places, and it’s pretty cool seeing us grow every week. If you’re passionate about building things that just… work, Wolt might be for you.

Our Commitment to Diversity, Equity & Inclusion

We want to have all sorts of people in our team – people like you and me, and people different from you and me. To be able to work with diverse teammates – when it comes to gender, age, ethnicity, life background, sexual orientation, political views, religion, or any other personal trait – we consciously aim to offer equal opportunity for everyone to work with us. This is because we believe diverse teams make the most thought-through decisions and build things in the most inclusive way.

Join us today to build Wolt together.

#LI-ML7

Job Description

Are you an experienced workforce management specialist with a passion for delivering exceptional service? Does designing and launching plans to increase staffing efficiency within one of Europe’s fastest-growing tech companies sound like your next adventure? If so, then we’d love to chat! 

Role background

We are looking for a Workforce Management Specialist to join our team in Sweden!
As our Workforce Management Specialist you will collaborate with our Planning, Scheduling, and Intraday functions making sure our Support scheduling routines are seamless and our Support teams are set up for success.

With support from your lead and wider Workforce Management (WFM) team, and in collaboration with your Operational stakeholders and Intraday teams, you will play an integral role in enhancing our Support scheduling operations to achieve optimal accuracy and service levels.

What you'll be doing

• You will own scheduling across your country or countries, and build out the best scheduling routines to optimize scheduling accuracy and Service Levels

• You will develop and control standardized processes and policies to effectively manage agent time-off requests, planned absences, and shrinkage. You will ensure that all shrinkage factors (e.g breaks, training, meetings) are well predicted and accounted for 

• You will analyze historical data, predict demand patterns, and assist in mid-term planning to ensure workforce aligns with forecasted demand

• You will produce and analyze reports on workforce metrics, such as occupancy, adherence and shrinkage, providing actionable insights to optimize schedules

• You will work with your counterparts across our other countries to standardize our ways of working and develop global scheduling routines

• You will listen to our Support team members and find ways to improve their shift scheduling experience

Qualifications

• You have experience in a contact center workforce management role with a specific focus on scheduling responsibilities

• You are proficient in workforce management scheduling tools (e.g NICE, Verint, Aspect, Calabrio, Assembled)

• You have advanced Excel skills for scheduling and data analysis

• You’ve got a strong analytical mindset with the ability to interpret data, identify trends, and apply insights to create efficient and balanced schedules

• You are able to work meticulously, ensuring that every schedule is accurate, fair, and aligned with our operational needs

• You have clear and concise communication skills to provide scheduling insights and recommendations to both agents and leadership

Additional Information

If you are excited about working in a high-growth environment, taking ownership, and being part of an extremely ambitious team, then click below to apply and get the conversation going! 

We will be reviewing applications on an on-going basis, so if this sounds like an opportunity you want to pursue, apply today!