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-LI1

Job Description

As a Workforce Management Specialist in our dynamic Workforce Management (WFM) team, you will play a pivotal role in designing and maintaining the schedules that ensure we deliver exceptional service to our customers. You will work closely with the WFM Lead, Planning, and Intraday functions to craft schedules that balance operational efficiency with employee satisfaction. Your role will involve a mix of analytical problem-solving, process optimization, and collaboration across multiple countries and teams.

Reporting directly to the Workforce Management Lead, your mission will be to ensure that our support teams are equipped to meet customer needs efficiently while adhering to labour laws and promoting a positive work environment.
What you’ll be doing:

• Develop schedules that balance team preferences, compliance, and operational needs to meet forecasted demand and SLAs.
• Standardize and oversee processes for managing support associates time-off requests, planned absences, and shrinkage.
• Build and refine mid-term forecasting models to align workforce supply with predicted demand.
• Analyze workforce metrics like occupancy, adherence, and shrinkage, providing actionable insights for optimization.
• Identify and implement process improvements to enhance scheduling accuracy, forecasting precision, and workforce utilization.
• Collaborate with international teams to standardize scheduling routines and ensure global consistency.
• Establish feedback loops between Planning, Scheduling, and Intraday functions to drive continuous improvement.
• Partner with support agents and leadership to align schedules with business needs while improving the agent experience.

Qualifications

• 1+ years in a contact center workforce management role with a focus on scheduling.
• Proficiency with WFM tools (e.g., NICE, Verint, Aspect, Calabrio, Assembled).
• Advanced Excel skills for scheduling and data analysis.
• Detail-oriented and meticulous, ensuring accurate and balanced scheduling.
• Strong analytical mindset to interpret data and recommend actionable improvements.
• Clear communication skills to articulate insights to agents and leadership.
• Collaborative approach to work with diverse teams across multiple countries.

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!

If you have any further questions about the position before submitting an application, you can turn to:
Laura Ilioaea - Talent Acquisition Partner 
[email protected]

Please note that we do not accept applications coming in via email. Please submit your application in English via our career page.