Workforce Management Planner
Support
Athens, Greece
Full-time
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.
As a WFM Planner, you will join a dynamic Workforce Management team, collaborating with 5-6 other WFM planners to own and deliver capacity plans for your region. You will work closely with a dedicated WFM Analyst and be supported by a Global Planning Lead to ensure data-driven decision-making and optimal operational efficiency. Together, you will develop robust frameworks, analyze scenarios, and deliver actionable insights to help the organization meet its service-level agreements and cost targets.
This role requires strong analytical skills, a proactive approach to problem-solving, and the ability to manage complex, multi-country capacity planning efforts effectively.
What you'll be doing
- Create and manage long term forecasting, capacity plans and hiring plans for your region, covering multiple sites and approximately eight countries, ensuring customer support aligns with service-level agreements.
- Generate reports on performance metrics such as handling time, occupancy, shrinkage, and other operational metrics, transforming data into actionable insights to improve efficiency.
- Conduct ad-hoc scenario simulations and sensitivity analyses to ensure optimal resource allocation under varying conditions.
- Provide recommendations and drive changes to improve customer experience, agent well-being, and cost-efficiency, considering factors like contracts, skills, and queue setups.
- Lead planning governance for your region, including facilitating sessions with product, operations, finance, and recruitment teams to incorporate changes and produce actionable hiring plans.
- Regularly review and enhance the Mean Absolute Percentage Error (MAPE) of forecasts.
- Co-own quarterly OKR target-setting with your Global Planning Lead to align with organizational objectives.
- Build basic data automations to increase the efficiency of Workforce Management processes.
Our humble expectations
- You have experience in forecasting, capacity planning, and scenario modeling within a Workforce Management context.
- You possess a strong ability to analyze data, develop actionable insights, and create detailed performance reports. Advanced skills in Excel or similar tools are essential; familiarity with BI tools like Looker is a plus.
- You can independently identify and address issues, even in ambiguous or unfamiliar situations.
- You have a track record of identifying opportunities for automation and efficiency improvements, with a focus on optimizing outcomes.
- You excel at managing relationships with internal and cross-functional teams, ensuring alignment and clear communication.
- You are adept at translating strategy into operational plans, considering customer needs, agent well-being, and organizational goals.
- You are a self-starter who takes ownership of challenges and drives solutions proactively.
Next steps
If 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:
Alexandra Richiteanu - Talent Acquisition Partner
alexandra.richiteanu@external.wolt.com
Please note that we do not accept applications coming in via email. Please submit your application in English via our career page.
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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.