Workforce Management Specialist
Support
Zagreb, Croatia · Zagreb, Croatia
About Wolt
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.
What you'll be doing
Forecast, plan, schedule, analyze, create, maintain and communicate Support Shifts, using our WFM and BI tools and spreadsheets
You will own scheduling across your country or countries, and build out the best scheduling routines to optimize scheduling accuracy and Service Levels
Monitor and analyze shift performance metrics to identify areas for improvement
Analyze data and present key insights from large amounts of Support data: you will help our Support management team to track our team-wide performance metrics and service levels. One of your main success criteria will be to constantly improve our staffing predictions against actuals!
Work together with Team Leads and Head of Support to develop strategies and continuously optimize our forecasting, shift scheduling and performance management processes
Deliver shift schedules and other reports for payroll and finance
You will listen to our Support team members and find ways to improve their shift scheduling experience
You have experience in a contact center workforce management role with a specific focus on scheduling responsibilities
You are proficient in workforce management scheduling tools (e.g NICE, Verint, Aspect, Calabrio, Assembled)
You have advanced Excel skills for scheduling and data analysis
You’ve got a strong analytical mindset with the ability to interpret data, identify trends, and apply insights to create efficient and balanced schedules
Cost effective and efficient is your middle name!
Fluent in Croatian and English
You are able to work meticulously, ensuring that every schedule is accurate, fair, and aligned with our operational needs
You have clear and concise communication skills to provide scheduling insights and recommendations to both agents and leadership
Next steps
If you are excited about working in a high-growth environment, taking ownership, and being part of an extremely ambitious team, wait no longer and apply!
We will be reviewing applications daily, so apply today! Send us your resume in PDF written in English.
Our Commitment to Diversity and Inclusion
We’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.