Workforce Management Planner

Job title:

Workforce Management Planner

Company

Wolt

Job description

As a WFM Planner, you will join a dynamic Workforce Management team, collaborating with 5-6 other WFM planners to own and deliver capacity plans for your region. You will work closely with a dedicated WFM Analyst and be supported by a Global Planning Lead to ensure data-driven decision-making and optimal operational efficiency. Together, you will develop robust frameworks, analyze scenarios, and deliver actionable insights to help the organization meet its service-level agreements and cost targets.This role requires strong analytical skills, a proactive approach to problem-solving, and the ability to manage complex, multi-country capacity planning efforts effectively.Your Mission:

• Create and manage long term forecasting, capacity plans and hiring plans for your region, covering multiple sites and approximately eight countries, ensuring customer support aligns with service-level agreements.
• Generate reports on performance metrics such as handling time, occupancy, shrinkage, and other operational metrics, transforming data into actionable insights to improve efficiency.
• Conduct ad-hoc scenario simulations and sensitivity analyses to ensure optimal resource allocation under varying conditions.
• Provide recommendations and drive changes to improve customer experience, agent well-being, and cost-efficiency, considering factors like contracts, skills, and queue setups.
• Lead planning governance for your region, including facilitating sessions with product, operations, finance, and recruitment teams to incorporate changes and produce actionable hiring plans.
• Regularly review and enhance the Mean Absolute Percentage Error (MAPE) of forecasts.
• Co-own quarterly OKR target-setting with your Global Planning Lead to align with organizational objectives.
• Build basic data automations to increase the efficiency of Workforce Management processes.

Our humble expectations

• You have experience in forecasting, capacity planning, and scenario modeling within a Workforce Management context.
• You possess a strong ability to analyze data, develop actionable insights, and create detailed performance reports. Advanced skills in Excel or similar tools are essential; familiarity with BI tools like Looker is a plus.
• You can independently identify and address issues, even in ambiguous or unfamiliar situations.
• You have a track record of identifying opportunities for automation and efficiency improvements, with a focus on optimizing outcomes.
• You excel at managing relationships with internal and cross-functional teams, ensuring alignment and clear communication.
• You are adept at translating strategy into operational plans, considering customer needs, agent well-being, and organizational goals.
• You are a self-starter who takes ownership of challenges and drives solutions proactively.

Expected salary

Location

Helsinki

Job date

Wed, 25 Dec 2024 06:17:33 GMT

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