Workforce Manager
Workforce Manager
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Job Description
About Wolt
At Wolt we create technology that brings joy simplicity and earnings to the neighborhoods of the 2014 we started with delivery of restaurant food. Now were building the delivery of (almost) everything and youll find us in over 500 cities in 30 countries around the 2022 we joined forces with DoorDash and together we keep on dreaming big and expanding across the globe.
Working at Wolt isnt always easy but its definitely exciting. Here youll learn more build more and ship more than in most other companies. Youll be challenged a lot but also have a lot of fun on the way. So if youre 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 youll 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
We are looking for new joiners from the 15th of Septemeber 2025.
#LI-LK4
Our Commitment to Diversity and Inclusion
Were committed to growing and empowering a more inclusive community within our company industry and cities. Thats 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.
Required Experience:
Manager
Employment Type
Full Time
