Company Description
Wolt is a technology company from Finland, known for its delivery platform. To our users in hundreds of cities in 28 countries around the world, we quickly and reliably deliver everything they need to their doorsteps. You can read more about us on our website!
Role background
We are looking for a Workforce Management Specialist to join our team in Croatia and bring the workforce game to the next level!
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.
Job Description
What you'll be doing
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Forecast, plan, schedule, analyze, create, maintain and communicate Support Shifts, using our WFM and BI tools and spreadsheets
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You will own scheduling across your country or countries, and build out the best scheduling routines to optimize scheduling accuracy and Service Levels
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Monitor and analyze shift performance metrics to identify areas for improvement
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Analyze data and present key insights from large amounts of Support data: you will help our Support management team to track our team-wide performance metrics and service levels. One of your main success criteria will be to constantly improve our staffing predictions against actuals!
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Work together with Team Leads and Head of Support to develop strategies and continuously optimize our forecasting, shift scheduling and performance management processes
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Deliver shift schedules and other reports for payroll and finance
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You will listen to our Support team members and find ways to improve their shift scheduling experience
Qualifications
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You have experience in a contact center workforce management role with a specific focus on scheduling responsibilities
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You are proficient in workforce management scheduling tools (e.g NICE, Verint, Aspect, Calabrio, Assembled)
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You have advanced Excel skills for scheduling and data analysis
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You’ve got a strong analytical mindset with the ability to interpret data, identify trends, and apply insights to create efficient and balanced schedules
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Cost effective and efficient is your middle name!
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Fluent in Croatian and English
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You are able to work meticulously, ensuring that every schedule is accurate, fair, and aligned with our operational needs
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You have clear and concise communication skills to provide scheduling insights and recommendations to both agents and leadership
Additional Information
Next steps
If you are excited about working in a high-growth environment, taking ownership, and being part of an extremely ambitious team, wait no longer and apply!
We will be reviewing applications daily, so apply today! Send us your resume in PDF written in English.
Top Skills
What We Do
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.
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