Workforce Management Global Intraday Lead

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.

At Wolt were on a mission to deliver exceptional service experiences globally. Our Global Workforce Management (WFM) team is at the heart of this mission ensuring we can meet customer needs swiftly and efficiently no matter where they are. Were looking for a Global Intraday Lead to join our team and drive a unified global approach to real-time WFM across more than 30 countries.

In this high-impact role youll be instrumental in shaping how we monitor manage and react in real-time. Youll coordinate with over 120 shift leads establishing standardized processes tools and playbooks to maximize service levels and ensure we can recover quickly from any unexpected incidents. Your work will be critical to our success and youll collaborate closely with regional WFM leads global planning teams and real-time coordinators. Youll also be supported by a robust analytics and product team ensuring you have the tools and insights you need to succeed.

What youll be doing

Day-to-day in this role youll:

• Monitor and manage real-time performance across 30 countries to ensure service levels are consistently met
• Act as the primary escalation point for real-time issues requiring global oversight
• Develop and maintain global intraday playbooks including standardised alerts thresholds queue priority strategies and prescriptive actions
• Define and implement weekly planning frameworks and daily monitoring protocols.
• Create and maintain incident management playbooks to guide speedy responses to outages service disruptions and other crises
• Define escalation protocols and provide real-time support to mitigate and recover from incidents
• Train and mentor shift leads and intraday coordinators on best practices and new methodologies
• Conduct intraday governance sessions to review performance and drive continuous improvement
• Partner with analytics and product teams to ensure dashboards live monitoring tools and reporting systems support desired outcomes
• Establish governance frameworks ensuring alignment across regions and consistent execution
• Leverage data to drive decisions and identify trends opportunities and areas of improvement
• Establish feedback mechanisms to ensure key real-time observations are integrated into scheduling and planning processes addressing root causes and solving problems upstream
• Set up observation and coordination mechanisms to enhance teamwork and operational consistency

Our humble expectations

• Extensive experience in workforce management particularly in intraday or real-time operations at a global scale
• Strong leadership skills with a proven ability to influence and align diverse teams across multiple regions
• Strategic thinker with a deep understanding of WFM tools metrics and methodologies
• Excellent problem-solving skills especially in high-pressure situations
• Data-driven approach with proficiency in BI tools dashboards and reporting systems
• Fluency in English
• Outstanding communication and stakeholder management skills

Next steps

Sounds like the perfect fit We cant wait to meet you. Apply now and lets shape the future of WFM together!

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.