Are you an experienced workforce manager with a passion for delivering exceptional service? Does designing and launching plans to increase staffing efficiency within one of Europe’s fastest-growing tech companies sound like your next adventure? If so, then we’d love to chat!Role background
At Wolt, we’ve always taken pride in delivering truly exceptional customer service, and as our business has grown, so has our Support team! With that growth, we’re excited to be looking for a Workforce Planning Lead to elevate our support operations by optimizing shift scheduling and headcount planning, driving our team to new heights of efficiency and excellence.
As a Workforce Planning Lead, you will play a key role in optimizing workforce management within our Support team, ensuring we continue delivering exceptional customer service as we grow. This role requires a data-driven, strategic thinker who thrives in a dynamic, fast-paced environment. You will lead the workforce planning function, overseeing scheduling, headcount planning, and team performance while driving continuous improvements in our processes.Reporting to the Head of Support, you’ll manage a dedicated Workforce Management (WFM) team, collaborating with leadership and cross-functional stakeholders to meet our operational and strategic goals.
What you’ll be doing:
Workforce Planning & SchedulingForecast and plan headcount needs in collaboration with the Head of Support and your WFM team, aligning with business demands and budget.Design and maintain efficient shift schedules using tools like Quinyx and Looker, ensuring optimal resource allocation and compliance with policies.Manage and update records for time-off requests, leaves, and other scheduling elements, providing accurate data for HR, payroll, and finance teams.Performance Monitoring & ImprovementAnalyze workforce data to refine forecasting, scheduling, and performance management processes.Optimize SLAs and other key metrics to enhance customer and partner experience.Lead strategies to improve productivity and resource utilization while maintaining operational flexibilityRun regular reviews in conjunction with the Head of Support for Service Level perfromanceTeam Leadership & DevelopmentManage the WFM team’s workload, performance, and professional development, creating career growth opportunities for team members.Ensure effective coverage across all shifts and maintain a motivated, high-performing team.Strategic Support & CollaborationPartner with Support Team Leads on recruitment and onboarding to meet staffing requirements.Contribute to strategic planning initiatives and lead delegated tasks or projects from the Head of Support or Country Manager.Prepare contingency plans for emergencies and step in for leadership roles during absences as needed.