Workforce Manager

About Wolt

At Wolt, we create technology that brings joy, simplicity and earnings to the neighborhoods of the world. In 2014 we started with delivery of restaurant food. Now we're building the delivery of (almost) everything and you'll find us in over 500 cities in 30 countries around the world. In 2022 we joined forces with DoorDash and together we keep on dreaming big and expanding across the globe.

Working at Wolt isn't always easy, but it's definitely exciting. Here you'll learn more, build more, and ship more than in most other companies. You'll be challenged a lot, but also have a lot of fun on the way. So, if you're a self-starter with drive and entrepreneurial spirit, this could be the ride of your life.

As a Workforce Manager 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.

Our humble expectation

• 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.
• You are located in Germany.
• Full professional proficiency in English

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Our Commitment to Diversity and Inclusion

We're committed to growing and empowering a more inclusive community within our company, industry, and cities. That's why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.