Workforce Management Specialist

Job title:

Workforce Management Specialist

Company

Wolt

Job description

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 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.
• You are located in Finland or Estonia.
• Full professional proficiency in English

Additional informationIf 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:Maria Rissanen – Talent Acquisition Partner
maria.rissanen@wolt.comPlease note that we do not accept applications coming in via email. Kindly submit your application in English via our career page!Notice to Applicants for Jobs Located in NYC or Remote Jobs Associated With Office in NYC OnlyWe use Covey as part of our hiring and/or promotional process for jobs in NYC and certain features may qualify it as an AEDT in NYC. As part of the hiring and/or promotion process, we provide Covey with job requirements and candidate submitted applications. We began using from August 21, 2023, through December 21, 2023, and resumed using again on June 29, 2024.The Covey tool has been reviewed by an independent auditor. Results of the audit may be viewed here:Our Commitment to Diversity and InclusionWe’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.Apply nowBasic informationFirst Name *Last Name *Preferred First NameEmail *Phone *Wolt Recruitment Privacy Statement *Please review the and acknowledge.I understand that my personal data will be processed in accordance with Wolt’s recruitment privacy statement.Are you located in Finland or Estonia? *YesNoLocation *Additional informationWolt – Self-Identification SurveyTo ensure that our hiring practices are fair and inclusive, we’re asking the following voluntary questions of the people who apply to work at Wolt. If you don’t feel comfortable answering any question, you can select “I don’t want to answer.”Your responses to these demographic questions are secure and optional. Any voluntary data you provide will not be shared with anyone connected to your recruitment or hiring process. There will be no negative consequences if you don’t want to participate, if you only answer some questions, or if you select “I don’t want to answer” for any question. Any option you choose will in no way affect your opportunity to work at Wolt.By answering questions below, you give us your consent to process and handle your answers anonymously, and help Wolt understand the diversity of the people it attracts to apply. For additional clarity, our privacy policy below explains how we collect and process your data in accordance with applicable data protection laws.What’s your age? *Which gender do you most closely identify with? *Are you a national of the country where you are applying to work? *Attachments *You’re welcome to send us supporting docs, e.g. a resume and a cover letter. Please only submit PDF files.

Expected salary

Location

Helsinki

Job date

Sun, 23 Mar 2025 01:02:31 GMT

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